Client Success Manager

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures employees receive a competitive base salary, annual stock grants, an employee stock purchase plan, a 401(k), and access to free, year-round money coaches.

About the role

The Client Success Manager at T-Mobile enhances customer relationships and retention within the Government, Strategic, and Enterprise business segments. This role manages the entire customer lifecycle, ensuring successful onboarding, product adoption, and continuous value realization. By identifying upsell and cross-sell opportunities, the Client Success Manager collaborates with sales teams to develop strategies that increase account value. Acting as a customer advocate, this position coordinates with multiple departments including sales, engineering, support, and operations to meet contract commitments and resolve issues.

Responsibilities

• Customer Relationship Advocacy: Serve as the primary post-sales point of contact for assigned government and enterprise accounts, advocating for customer needs across internal teams and ensuring a positive end-to-end experience. Build and maintain executive-level relationships with client stakeholders to foster trust, understand business goals, and drive customer satisfaction and loyalty.
• Onboarding & Product Adoption: Oversee new customer onboarding and training to guarantee a smooth implementation from Day 0 onward. Educate customers on T-Mobile for Business products, services, and self-service tools (e.g., Account Hub) to accelerate product and solution adoption, ensuring clients realize full value from their investments. Develop customer success plans and conduct regular health checks.
• Account Health Monitoring & Reviews: Proactively monitor account performance and health indicators (usage trends, service quality, billing, NPS, etc.) to identify signs of risk or opportunity. Lead regular success reviews and QBRs, presenting key performance metrics and insights to client executives. Recommend action plans to address service gaps or evolving needs.
• Issue Resolution & Cross-Functional Coordination: Take ownership of customer issues and coordinate cross-functional resolution, engaging internal experts to troubleshoot and swiftly resolve problems. Act as the customer champion in internal discussions, documenting interactions and ensuring service levels are met. Drive timely resolutions to maintain operational continuity.
• Retention & Renewal Management: Develop and execute strategies to retain customers and secure renewals, mitigating churn. Analyze account health data to identify at-risk accounts or partial disconnect requests and address root causes proactively. Lead contract renewal processes, negotiate terms, and finalize agreements that maintain or grow revenue.
• Account Growth & Upsell: Drive account expansion by identifying and executing cross-sell and upsell opportunities based on customer needs and usage data. Prepare and present proposals for new solutions, partnering with Sales and Solutions Engineering on complex opportunities that align with customer goals.

Requirements

• Bachelor’s Degree in Business Administration, Management, or related field (Preferred).
• Master’s/Advanced Degree in Business Administration, Management, or related field (Preferred).
• 4-7 years managing customer relationships and account management in business segments such as Government, Strategic, or Enterprise (Required).
• 2-4 years coordinating with multiple departments such as sales, engineering, support, and operations to meet contract commitments and resolve issues (Required).
• 2-4 years collaborating with sales teams to identify upsell and cross-sell opportunities and develop strategies to increase account value (Preferred).

Skills

• Client Relationship Management: Strong skills in managing client relationships at an executive level, ensuring customer satisfaction and loyalty (Required).
• Cross-Functional Relationships: Ability to coordinate with multiple departments such as sales, engineering, support, and operations to meet customer needs and resolve issues (Required).
• Strategic Thinking: Capability to develop strategic plans for customer account growth through upselling and cross-selling (Required).
• Problem Solving: Proficient in identifying problems and coordinating resources to provide effective solutions (Required).
• Leadership: Experience in leading teams and managing a distributed workforce to achieve business goals (Required).
• Analytics: Ability to analyze customer data to identify trends and opportunities for business improvement (Required).
• Business Acumen: Strong understanding of business operations and the impact of customer success on overall business performance (Required).
• Telecommunications Knowledge: Knowledge of the telecommunications industry, particularly in wireless technologies, to better understand and serve client needs (Required).

Qualifications

• Certified Customer Experience Professional (CCXP) (Preferred).
• Project Management Professional (PMP) certification (Preferred).
• Certified Sales Executive (CSE) (Preferred).
• At least 18 years of age.
• Legally authorized to work in the United States.

Pay

Base pay range: $87,100 - $157,200. The successful candidate’s actual pay will be based on work location, qualifications, and experience. Corporate bonus target: 15%.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending account.
• 401(k) with company match.
• Annual stock grants and employee stock purchase plan.
• Paid time off and up to 12 paid holidays (about 4 weeks for new full-time employees and 2.5 weeks for new part-time employees annually).
• Paid parental and family leave.
• Family building benefits.
• Back-up care and enhanced family support.
• Childcare subsidy.
• Tuition assistance and college coaching.
• Short- and long-term disability.
• Voluntary AD&D, accident, life, and long-term care insurance.
• Mobile service and home internet discounts.
• Pet insurance.
• Commuter and transit programs.