Bilingual Customer Success Manager
DMIAbout 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 re…