Bilingual Customer Success Manager

🔥 16 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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DMI (Digital Management, LLC)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

DMI (Digital Management, LLC) is a leading global provider of digital transformation and managed IT services that operates across both the public and private sectors. DMI's broad capabilities encompass artificial intelligence and data, application development and modernization, security and privacy, and cloud and infrastructure, supporting a diverse range of clients including national security, transportation, automotive, manufacturing, and consumer goods sectors. The company is recognized as an eight-time leader in the Gartner Magic Quadrant for Managed Mobility Services, and its Cloud+ suite offers comprehensive solutions for cloud advancements. DMI is committed to delivering superior customer satisfaction and innovative digital solutions that drive impactful business and mission outcomes for its clients worldwide.

📋 Description

• Serve as accountable owner for a tiered portfolio of enterprise accounts across key, growth, and portfolio segments • Maintain executive and operational relationships across IT, procurement, and finance stakeholders • Run monthly account-health cadences tracking SLA attainment, escalation activity, portal adoption, and receivables signals • Execute defined escalation plays for accounts trending red, including competitive threats and unsecured renewals • Lead structured Quarterly Business Reviews documenting delivered value, savings, SLA performance, and lifecycle outcomes • Convert service reviews into expansion conversations • Own the renewal motion end to end, including early engagement, escalator application, and risk mitigation • Target zero unsecured renewals within 180 days of expiration • Identify whitespace across expense management, procurement, logistics, service desk, and disposition services • Generate qualified expansion signals for the sales team and co-own expansion pursuits • Channel structured customer feedback into product, delivery, and pricing decisions • Maintain accurate account plans, contacts, and activity in the CRM system of record • Collaborate with an Account Executive, Channel Sales Lead, Sales Engineer, and delivery leaders across depot operations, service desk, and TEM operations

🎯 Requirements

• 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 • Managed Mobility Services, Telecom Expense Management (TEM), or IT lifecycle services domain experience • Familiarity with ServiceNow-based service platforms and enterprise mobility ecosystems, including carriers, UEM/MDM, and depot logistics • Experience with account-health scoring frameworks and QBR programs • Experience serving Fortune 500 customers in regulated industries • Must be a Canadian Citizen • 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

🏖️ Benefits

• Formula-based incentive compensation tied to retention and expansion metrics, with documented targets and transparent payout • Virtual health visits • Commuter perks • Pet insurance • Entertainment discounts • Annual performance reviews • Tuition assistance • Internal career growth opportunities • Generous 401(k) matches • Life insurance • Disability insurance • Financial wellness tools • Annual awards • Service anniversaries • Referral bonuses • Peer-to-peer shoutouts • Healthcare coverage • Wellness programs • Flu shots • Biometric screenings