Note: The job is a remote job and is open to candidates in USA. DMI is a provider of digital services and technology solutions, including managed IT services, cloud, cybersecurity, network operations, and application development. The Customer Success Manager will own a portfolio of enterprise accounts from onboarding through renewal, driving retention, expansion, account health, business reviews, and customer feedback in partnership with sales and delivery teams.
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
- 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
- US work authorization
- Must be a U.S. Citizen
- 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
Benefits
- Formula-based incentive compensation tied to retention and expansion metrics — documented targets, transparent payout.
- Virtual health visits, commuter perks, pet insurance, and entertainment discounts
- Annual performance reviews, tuition assistance, and internal career growth opportunities
- Generous 401(k) matches, life and disability insurance, and financial wellness tools
- Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts
- Healthcare coverage, wellness programs, flu shots, and biometric screenings
Company Overview