Bilingual Customer Success Manager

Digital Management Llc; Tysons (VA); On-site; CAD 90,000 - 120,000; Full time

Job summary

DMI is seeking a Bilingual Customer Success Manager to own enterprise accounts, manage renewals, and drive expansion across a global client base. The role requires fluency in French/Canadian and experience with managed services or IT services. You will collaborate with Account Executives, Sales, and delivery teams to maximize client value and retention.

Remote Canada-based role with a Growth/Retention focus, quarterly business reviews, and structured account planning within a CRM framework.

Qualifications

• 5+ years in customer success, account management, or enterprise B2B client services.
• Experience in managed services, telecom/mobility, SaaS, or IT services.
• Proven track record renewing and expanding enterprise accounts.
• Strong executive presence: run business reviews for IT/finance leaders.
• Disciplined CRM pipeline and strong written communication.

Responsibilities

• Own tiered portfolio of enterprise accounts, maintaining executive and operational relationships.
• Monitor account health: SLA attainment, escalations, portal adoption, receivables signals, and escalation plays.
• Lead quarterly business reviews documenting value and expanding conversations.
• Own renewal motion end-to-end with a target of zero unsecured renewals within 180 days of expiration.
• Identify whitespace for expansion across the service catalog and co-own expansion pursuits.
• Channel customer feedback into product, delivery, and pricing decisions; maintain CRM data.

Skills

French/Canadian fluency

Enterprise B2B experience

Retention/Revenue ownership

Executive presence

CRM discipline and communication

Tools

ServiceNow

CRM systems

Job description

About DMI

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

#LI-SM3

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.

DMIvalues employeesfor 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.

***************** No Agencies Please *****************

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.