Remote Enterprise CSM - Growth & Renewals

Digital Management Llc; Tysons (VA); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision

401(k)

Job summary

DMI is seeking a Senior Customer Success Manager to own a portfolio of enterprise accounts from onboarding through renewal. You will manage relationships with IT, procurement, and finance stakeholders, drive account health, and advance renewal and expansion in collaboration with sales, sales engineering, and delivery teams.

The role emphasizes retention, quarterly business reviews, and a disciplined operating cadence.

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, 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.

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.

Skills

Customer success

Account management

Renewals

Executive presence

CRM discipline

Communication

Tools

ServiceNow

Job description

DMI is seeking a Senior Customer Success Manager to own a portfolio of enterprise accounts from onboarding through renewal. You will manage relationships with IT, procurement, and finance stakeholders, drive account health, and advance renewal and expansion in collaboration with sales, sales engineering, and delivery teams.

The role emphasizes retention, quarterly business reviews, and a disciplined operating cadence.