Bilingual Customer Success Manager

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com.

About The Opportunity

DMI,LLC is seeking a Bilingual Customer Success Manager to join us.

Duties And Responsibilities

• Account ownership: Serve as the accountable owner for a tiered portfolio of enterprise accounts (Key / Growth / Portfolio), maintaining executive and operational relationships across IT, procurement, and finance stakeholders.
• Account health management: Run the monthly account-health cadence — tracking SLA attainment, escalation activity, portal adoption, and receivables signals — and execute defined escalation plays when an account trends red, including competitive threats and unsecured renewals.
• Business reviews: Lead structured Quarterly Business Reviews that document delivered value (savings, SLA performance, lifecycle outcomes) and convert service reviews into expansion conversations.
• Renewal management: Own the renewal motion end to end — early engagement, escalator application, risk mitigation — with a target of zero unsecured renewals inside 180 days of expiration.
• Expansion and cross-sell: Identify whitespace across the service catalog (expense management, procurement, logistics, service desk, disposition), generate qualified expansion signals for the sales team, and co‑own expansion pursuits within your accounts.
• Voice of the customer: Channel structured customer feedback into product, delivery, and pricing decisions; maintain accurate account plans, contacts, and activity in the CRM system of record.
• A documented Growth Operating Model defines roles, account assignment, and deal flow — you will always know what you own.
• Formula‑based incentive compensation tied to retention and expansion metrics — documented targets, transparent payout.
• Collaboration with a dedicated Account Executive, Channel Sales Lead, Sales Engineer, and delivery leaders across depot operations, service desk, and TEM operations.
  

Qualifications

Education and Years of Experience

• Must be fluent in French/Canadian
• 5+ years in customer success, account management, or client services for enterprise B2B customers, with direct accountability for retention or revenue outcomes
• Experience in managed services, telecom/mobility, SaaS, or IT services — comfortable discussing SLAs, recurring‑revenue contracts, and service operations
• Demonstrated record of renewing and expanding enterprise accounts; comfort carrying retention/expansion targets
• Strong executive presence: able to run a business review for IT and finance leaders and hold the room
• Disciplined pipeline and account hygiene in a CRM; strong written communication

Required Skills & Certifications

• Managed Mobility Services, Telecom Expense Management (TEM), or IT lifecycle services domain experience
• Familiarity with ServiceNow‑based service platforms and enterprise mobility ecosystems (carriers, UEM/MDM, depot logistics)
• Experience with account‑health scoring frameworks and QBR programs
• Experience serving Fortune 500 customers in regulated industries

Citizenship Status Required

Must be a Canadian Citizen

Location

Remote, Canada

Minimum Salary Rate

Not Available

Median Salary Rate

Not Available

Working at DMI

DMI Is a Diverse, Prosperous, And Rewarding Place To Work. Our Culture Is Shaped By Five Core Values That Guide How We Work, Grow, And Succeed Together

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, servic