Customer Success Manager

DMI•Remote,

22h•Remote

About The Position

DMI, LLC is seeking a Customer Success Manager to join us. You will own a portfolio of enterprise accounts as their single accountable relationship owner — from onboarding through renewal. This is a strategic, revenue-carrying customer success role, not a support role: you are measured on retention and expansion, you run a disciplined operating cadence (account health, business reviews, renewal management), and you convert service excellence into growth. You will work alongside a dedicated sales, sales engineering, and delivery organization that runs on documented processes, a governed pricing framework, and a single CRM system of record.

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: 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

Nice To Haves

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

Responsibilities

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.
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.
Lead structured Quarterly Business Reviews that document delivered value (savings, SLA performance, lifecycle outcomes) and convert service reviews into expansion conversations.
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.
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.
Channel structured customer feedback into product, delivery, and pricing decisions; maintain accurate account plans, contacts, and activity in the CRM system of record.