Bilingual Customer Success Manager

DMI; Montreal (administrative region); Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Virtual health visits

Tuition assistance

401(k) match

Career growth opportunities

Health insurance

Job summary

DMI is seeking a bilingual Customer Success Manager to join our global team. You will own a portfolio of enterprise accounts, maintaining executive relationships across IT, procurement, and finance, and drive retention and expansion through structured business reviews and renewal management.

You will collaborate with an Account Executive and Delivery leaders, leveraging CRM data to inform product and pricing decisions while ensuring customer value and growth across telecom/mobility services and

Qualifications

• 5+ years in customer success, account management, or client services for enterprise B2B customers.
• Experience in managed services, telecom/mobility, SaaS, or IT services — comfortable discussing SLAs and recurring-revenue contracts.
• Demonstrated record of renewing and expanding enterprise accounts; comfort carrying retention/expansion targets.
• Strong executive presence: ability to run a business review for IT and finance leaders.
• Disciplined pipeline and account hygiene in a CRM; strong written communication.

Responsibilities

• Account ownership: Serve as the accountable owner for a tiered portfolio of enterprise accounts and maintain executive relationships across IT, procurement, and finance stakeholders.
• Account health management: Run monthly account-health cadence and respond to red trends, including renewals.
• Business reviews: Lead Quarterly Business Reviews documenting value and expand conversations.
• Renewal management: Own renewal motion end to end with a target of zero unsecured renewals inside 180 days.
• Expansion and cross-sell: Identify whitespace, generate expansion signals, and co‑own expansion with sales.
• Voice of the customer: Channel feedback into product, delivery, and pricing decisions; maintain accurate account plans in CRM.

Skills

Managed Mobility

TEM

ServiceNow

Enterprise Mobility

UEM/MDM

Account Health

QBR

Fortune 500

Tools

CRM

Job description

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, service anniversaries, referral bonuses, and peer‑to‑peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

Job ID

2026-28998