{"id":2392887,"url":"https://alion.io/job/dminc-bilingual-customer-success-manager","title":"Bilingual Customer Success Manager","company":{"id":2743519,"name":"DMI","domain":"dminc.com","url":"https://alion.io/company/dminc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":102000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T21:51:18Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-20T05:46:17Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About DMI\nDMI 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.\nAbout the Opportunity\nDMI,LLC is seeking a Bilingual Customer Success Manager to join us.\nDuties and Responsibilities:\n 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.\nAccount 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.\n Business reviews: Lead structured Quarterly Business Reviews that document delivered value (savings, SLA performance, lifecycle outcomes) and convert service reviews into expansion conversations.\nRenewal 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.\n 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.\nVoice 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.\nA documented Growth Operating Model defines roles, account assignment, and deal flow - you will always know what you own.\nFormula-based incentive compensation tied to retention and expansion metrics - documented targets, transparent payout.\nCollaboration with a dedicated Account Executive, Channel Sales Lead, Sales Engineer, and delivery leaders across depot operations, service desk, and TEM operations.\nQualifications\nEducation and Years of Experience:\nMust be fluent in French/Canadian\n5+ years in customer success, account management, or client services for enterprise B2B customers, with direct accountability for retention or revenue outcomes\nExperience in managed services, telecom/mobility, SaaS, or IT services - comfortable discussing SLAs, recurring-revenue contracts, and service operations\nDemonstrated record of renewing and expanding enterprise accounts; comfort carrying retention/expansion targets\nStrong executive presence: able to run a business review for IT and finance leaders and hold the room\nDisciplined pipeline and account hygiene in a CRM; strong written communication\nRequired Skills & Certifications:\nManaged Mobility Services, Telecom Expense Management (TEM), or IT lifecycle services domain experience\nFamiliarity with ServiceNow-based service platforms and enterprise mobility ecosystems (carriers, UEM/MDM, depot logistics)\nExperience with account-health scoring frameworks and QBR programs\nExperience serving Fortune 500 customers in regulated industries\nCitizenship Status Required: Must be a Canadian Citizen\nLocation: Remote, Canada\nMinimum Salary Rate\nNot AvailableMedian Salary Rate\nNot AvailableWorking at DMI\nDMI 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:\nDo What’s Right - We lead with honesty and integrity.\nOwn the Outcome - We take responsibility and deliver.\nDeliver for Our Customers - We are relentless about delivering value.\nThink Bold, Act Smart - We innovate with purpose.\nWin Together - We collaborate and celebrate our success.\nThese values aren’t just ideals-they show up in how we support every part of your well-being:\nConvenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\n Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health. \nDMI 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.\n***************** No Agencies Please *****************\nApplicants 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.","description_format":"text","description_chars":5204,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false}]},"benefits":["Growth opportunities","Wellness"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T21:51:18Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.456,"p_room":0.368,"age_days":7,"expected_fill_days":3,"reasons":["seen:7","velocity","win:tail"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/dminc-bilingual-customer-success-manager","json_url":"https://alion.io/job/dminc-bilingual-customer-success-manager.json","meta":{"generated_at":"2026-10-20T09:56:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10894,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2743519},"rest":"https://alion.io/mcp/rest/get_company?id=2743519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdminc-bilingual-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdminc-bilingual-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdminc-bilingual-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dminc-bilingual-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdminc-bilingual-customer-success-manager"}]}