Sr. Client Success Manager

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Job Overview
The Sr Client Success Manager at T-Mobile owns strategic customer outcomes for government and enterprise accounts operating with autonomy in a newly forming Client Success model. The role manages a limited number of highly complex accounts while driving retention expansion and customer lifetime value at a segment level. Acting as a segment-level leader this role ensures consistent execution of Client Success practices across accounts translating strategy into measurable customer outcomes. The Sr Client Success Manager influences cross-functional priorities leads escalations and partners across Sales Product Operations and Executive stakeholders to deliver results. Through advanced analytics strategic engagement and continuous improvement the role identifies risks and opportunities strengthens long-term partnerships and improves overall segment performance.

Job Responsibilities:

• Develops account-level and segment-level success strategies that influence retention expansion and lifecycle engagement. Shapes the Client Success operating model through feedback pilot programs and process refinement. Translates business objectives into measurable customer outcomes and success plans. Drives consistent execution of Client Success practices across the segment and identifies gaps to improve performance across accounts.
• Serves as the primary escalation and strategic voice of the customer across Sales Product Operations and Executive stakeholders. Leads cross-functional initiatives tied to retention churn mitigation and growth programs. Acts as a role model and informal leader setting standards for account planning executive engagement and success planning.
• Direct ownership of retention and growth outcomes across a larger or more strategic revenue base. Materially impacts churn reduction expansion revenue and customer lifetime value. Plays a visible role in executive business reviews and strategic planning cycles.
• Interprets complex data sets including churn propensity adoption analytics and financial performance indicators to drive proactive strategy. Provides feedback into dashboard design segmentation logic and success metrics to improve organizational visibility. Operates comfortably in a data-driven environment and guides customers through technology adoption and value realization.
• Owns a limited number of the most complex high-revenue or strategically critical accounts including top billers and enterprise or strategic customers. Leads end-to-end success strategy for accounts with multiple stakeholders product lines and contract structures. Operates with high autonomy in ambiguous environments where playbooks are still being defined.
• Manages complex enterprise relationships and navigates ambiguity. Exercises independent judgment on prioritization risk mitigation and executive engagement without reliance on predefined processes.

Education and Work Experience:

• Bachelors Degree Business Administration Management Information Technology or Related Field or equivalent experience (Preferred)
• Masters/Advanced Degree Business Administration Data Analytics or Related Field (Preferred)
• 7-10 years Managing complex government or enterprise accounts including driving customer lifecycle activities such as onboarding adoption and executive business reviews (Required)
• 4-7 years Leveraging advanced analytics and technology insights to proactively identify risks opportunities and influence account growth and renewal outcomes (Required)
• 4-7 years Coordinating cross-functional teams to resolve issues deliver on contract commitments and strengthen long-term client partnerships (Preferred)

Knowledge Skills and Abilities:

• Customer Service Expertise in managing complex government and enterprise accounts ensuring optimal customer satisfaction and retention throughout the customer lifecycle. (Required)
• Analytics Ability to leverage advanced analytics and technology insights to proactively identify risks opportunities and influence account growth and renewal outcomes. (Required)
• Cross Functional Relationships Skill in coordinating and influencing cross-functional teams to resolve issues deliver on contract commitments and drive strategic customer outcomes. (Required)
• Strategic Thinking Capacity to anticipate implications and consequences of situations take proactive action and drive segment-level retention and revenue performance. (Required)
• Communication Ability to plan and deliver impactful oral and written communications including executive business reviews and presentations to senior stakeholders. (Required)
• Leadership Demonstrated leadership in strategic engagement acting as a customer advocate and strengthening long-term partnerships to impact client loyalty. (Required)
• Problem Solving Skill in tackling complex account issues using logical systematic approaches and driving resolution for high-value clients. (Required)

Licenses and Certifications:

• Certified Customer Success Manager (CCSM): Certification that demonstrates expertise in customer success management including lifecycle management analytics and strategic account engagement. (Preferred)
• Project Management Professional (PMP) Certification by PMI that validates advanced project management skills useful for coordinating cross-functional teams and managing complex accounts. (Preferred)
• ITIL Foundation Certification: Certification that demonstrates understanding of IT service management best practices relevant for leveraging technology insights and ensuring optimal customer satisfaction. (Preferred)

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

Travel:
Travel Required (Yes/No): No

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

Base Pay Range: $104300 - $188100

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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