[Hiring] Bilingual Customer Success Manager @DMI

Role Description

DMI, LLC is seeking a Bilingual Customer Success Manager to join us.

• 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

• 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.

Requirements

• 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.

Benefits

• Convenience/Concierge: Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development: Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial: Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition: Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness: Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.