Bilingual Enterprise Customer Success Manager (Remote Canada)

Digital Management Llc

Tysons (VA)

Remote

CAD 90,000 - 120,000

Full time

6 days ago

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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.