Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – 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 the accountable owner for a tiered portfolio of enterprise accounts • Maintain executive and operational relationships across IT, procurement, and finance stakeholders • Run the monthly account-health cadence, 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 and converting service reviews into expansion conversations • Own the renewal motion end to end, including early engagement, escalator application, and risk mitigation • Identify whitespace across the service catalog and generate qualified expansion signals for the sales team • Co-own expansion pursuits within assigned accounts • 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 the Account Executive, Channel Sales Lead, Sales Engineer, and delivery leaders across depot operations, service desk, and TEM operations • Deliver portfolio retention, renewal security, expansion pipeline, and portal/self-service adoption outcomes

🎯 Requirements

• 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 and ability to run a business review for IT and finance leaders • Disciplined pipeline and account hygiene in a CRM • Strong written communication • US work authorization • 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 • Must be a U.S. Citizen • Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

🏖️ Benefits

• Formula-based incentive compensation tied to retention and expansion metrics — documented targets, 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 and disability insurance • Financial wellness tools • Annual awards • Service anniversaries • Referral bonuses • Peer-to-peer shoutouts • Healthcare coverage • Wellness programs • Flu shots • Biometric screenings