Customer Success Manager

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

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.

Duties and 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.
• Operating Environment
• 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.

What Success Looks Like — First Year

• Portfolio gross retention at or above target with zero unsecured renewals inside 180 days
• Every assigned account has a current account plan, health score, and QBR cadence within 90 days
• A documented pipeline of qualified expansion signals handed to sales each quarter
• Measurable portal/self-service adoption gains across the portfolio

Qualifications

Education and Years of Experience:

• 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

Additional Requirements (Preferred Qualifications):

• 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 U.S. Citizen

Location: Remote, US

#LI-SM3

Minimum Salary Rate

Median Salary Rate

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

• 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.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

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.