Sr Manager, Client Success

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Job Overview
The Senior Manager Client Success is accountable for leading a team of Client Success Managers (CLSMs) who drive adoption retention and customer value across T-Mobile for Businesss most strategic enterprise and government accounts. This leader owns the execution of lifecycle engagement strategies and ensures the consistent delivery of customer outcomes tied to solution utilization business impact and long-term loyalty. The role requires a strong command of lifecycle best practices customer health analytics and cross-functional orchestration. Acting as both a people leader and executive point of escalation the Senior Manager ensures the team operates with discipline clarity and impact. Through strategic oversight executive engagement and operational excellence this role plays a pivotal part in maximizing customer satisfaction and deepening account relationships throughout the customer journey.

Job Responsibilities:

• Team Leadership & Capability Development- This leader is responsible for building and developing a high-performing team of Client Success Managers (CLSMs). They will set and reinforce performance expectations aligned to core Client Success KPIs such as retention rate customer adoption and value realization. A key portion of this responsibilityapproximately halfis dedicated to sustainment and capability elevation. The Senior Manager reinforces adherence to the Client Success model through coaching success planning reviews field routines and feedback loops. They will lead regular team development activities manage skill progression and help embed best practices into daily execution. This focus on sustainment ensures lasting enablement and continuous improvement allowing the team to scale with consistency and impact.
• Strategic Customer Engagement The Senior Manager plays a hands-on role in deepening executive-level relationships with key customers. They serve as the senior point of contact on complex issues engage directly with customer stakeholders to reinforce the T-Mobile value proposition and ensure the voice of the customer is represented in internal discussions. By participating in or leading strategic business reviews and overseeing retention plans the Senior Manager strengthens customer loyalty and ensures alignment with business outcomes that matter to our largest and most strategic accounts.
• Lifecycle Oversight & Play Execution This role owns the operational performance of the Client Success team across the full customer lifecyclefrom onboarding through adoption and renewal. The Senior Manager ensures that CLSMs consistently execute prescribed lifecycle plays and maintain rigorous focus on customer health. They oversee the creation and progress of customer success plans evaluate the effectiveness of proactive interventions and refine workflows to drive impact at scale. Their oversight ensures that success efforts are targeted standardized and measurable.
• Cross-Functional Orchestration The Senior Manager is accountable for enabling seamless collaboration between CLSMs and internal functions such as Sales Implementation Engineering and Support. They proactively identify and remove roadblocks to execution escalate cross-functional gaps and ensure roles are clearly defined across lifecycle handoffs. By championing internal alignment and clarity they ensure that customers receive a unified coordinated experience from the broader account team and that internal dependencies do not hinder customer progress.
• Data-Driven Performance Management This role uses customer data and performance analytics to manage team effectiveness and to drive proactive interventions. The Senior Manager leverages tools such as the Account Health Dashboard usage trend reports and account-level KPIs to identify risks and opportunities. They guide their team in using data to inform outreach strategies assess adoption gaps and prioritize retention addition they own the communication of team performance metrics to leadership and identify areas for continuous improvement based on empirical insights.
• Strategic Contribution & Special Projects The Senior Manager also plays a key role in advancing strategic initiatives within the Client Success function. This includes contributing to roadmap pilots implementing new processes or tools and leading special projects tied to churn reduction revenue acceleration or lifecycle transformation. They act as a thought partner to leadership and a change agent within the organization continuously surfacing opportunities to improve how the team delivers customer outcomes at scale.

Education and Work Experience:

• Bachelors Degree Seven (7) years of related professional experience or a combination of education and experience deemed equivalent. (Required)
• Minimum 5 years of relevant experience in customer success account management or client-facing lifecycle roles. (Required)
• 3-5 years of experience with direct people leadership experience preferably overseeing customer-facing teams in a B2B environment (telecom SaaS or enterprise services ideal). (Required)
• 3-5 years of demonstrated success leading teams responsible for account retention adoption and customer value realization. (Required)
• Experience driving operational rigor through customer health metrics lifecycle playbooks and retention strategies. (Preferred)
• Background managing executive-level customer relationships and overseeing performance in highly visible or regulated verticals (e.g. public sector enterprise tech healthcare) (Preferred)
• Strong coaching and sustainment experience; skilled in reinforcing process adherence developing team capability and managing through change (Preferred)
• Effective at navigating matrixed organizations aligning cross-functional stakeholders and removing roadblocks that impact customer delivery. (Preferred)

Knowledge Skills and Abilities:

• Customer Lifecycle Strategy: Proven ability to lead teams executing customer lifecycle strategies across onboarding adoption and renewal. (Required)
• Leadership & Capability Development: Strong capability in building team skill reinforcing playbook adherence and sustaining high performance through structured development. (Required)
• Executive Communication: Confident communicator with the ability to influence senior stakeholders and drive strategic engagement. (Required)
• Cross-Functional Alignment: Adept at coordinating across Sales Support and Implementation to ensure seamless delivery and shared accountability. (Required)
• Data-Driven Decision Making: Able to interpret customer health metrics usage data and dashboards to prioritize actions and manage performance. (Required)
• Retention & Growth Acumen: Retention & Growth Acumen: Skilled in identifying risk and expansion opportunities and guiding teams to deliver measurable customer and business outcomes. (Required)
• Documented Customer Success Practices: Experienced in implementing customer success strategies across both client-side and agency environments; exposure to professional services or marketing disciplines is a plus. (Required)
• Executive Influence & Stakeholder Management: Proven ability to engage senior executives navigate complex relationships and deliver high-impact results with precision and credibility. (Required)
• Operational Discipline: Strong operational mindset with a track record of improving team efficiency standardizing execution and sustaining high levels of customer satisfaction. (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $126700 - $228400

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.

At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.

Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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