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.

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About DMI Managed Mobility Services

DMI Managed Mobility Services (MMS) is a recognized leader in enterprise managed mobility — named a Leader in every Gartner Magic Quadrant for Managed Mobility Services published from 2015 through 2023 and a Representative Vendor in the 2025 Gartner Market Guide. We manage the full device lifecycle for Fortune 500 and large enterprise customers: telecom expense management, procurement, depot logistics, 24/7 US-based service desk, and IT asset disposition — unified on MyServe, our Service Now-based management platform.

The Role

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.

Core 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 Q  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

Required Qualifications

• 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
• Demons…