Sr Manager, Client Success
T-Mobile, Florida, NY, United States
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 Business’s most strategic enterprise and government accounts. The leader owns the execution of lifecycle engagement strategies, ensures consistent delivery of customer outcomes tied to solution utilization, business impact, and long‑term loyalty, and operates with discipline, clarity, and impact.
Job Responsibilities
Team Leadership & Capability Development – build and develop a high‑performing team of CLSMs, set performance expectations, coach, conduct skill progression, and embed best practices.
Strategic Customer Engagement – deepen executive‑level relationships, serve as senior point of contact on complex issues, and ensure the customer voice is represented in internal discussions.
Lifecycle Oversight & Play Execution – ensure CLSMs execute lifecycle plays, manage success plans, evaluate interventions, and refine workflows.
Cross‑Functional Orchestration – enable seamless collaboration between CLSMs and internal functions, remove roadblocks, and maintain clear roles across lifecycle handoffs.
Data‑Driven Performance Management – use customer data and analytics to drive proactive interventions, inform outreach strategies, and communicate team metrics.
Strategic Contribution & Special Projects – advance strategic initiatives within the Client Success function, lead special projects tied to churn reduction, revenue acceleration, or lifecycle transformation.
Education and Work Experience
Bachelor’s Degree plus 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 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 – lead teams executing customer lifecycle strategies across onboarding, adoption, and renewal. (Required)
Leadership & Capability Development – build team skill, reinforce playbook adherence, and sustain high performance through structured development. (Required)
Executive Communication – confidently influence senior stakeholders and drive strategic engagement. (Required)
Cross‑Functional Alignment – coordinate across Sales, Support, and Implementation to ensure seamless delivery and shared accountability. (Required)
Data‑Driven Decision Making – interpret customer health metrics, usage data, and dashboards to prioritize actions and manage performance. (Required)
Retention & Growth Acumen – identify risk and expansion opportunities and guide teams to deliver measurable customer and business outcomes. (Required)
Documented Customer Success Practices – implement customer success strategies across client‑side and agency environments; exposure to professional services or marketing disciplines is a plus. (Required)
Executive Influence & Stakeholder Management – engage senior executives, navigate complex relationships, and deliver high‑impact results. (Required)
Operational Discipline – improve team efficiency, standardize execution, and sustain 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
Compensation
Base Pay Range: $126,700 - $228,400
Corporate Bonus Target: 20%
Benefits
Medical, dental, and vision insurance; flexible spending account; 401(k); employee stock grants and purchase plan; paid time off and paid holidays; paid parental and family leave; family building benefits; backup care; childcare subsidy; tuition assistance; short‑ and long‑term disability; voluntary AD&D, accident, life, disability, and long‑term care insurance.
Equal Opportunity Employer
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.
Accommodation Request
If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1‑844‑873‑9500. Note this contact is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation related requests.
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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 Business’s most strategic enterprise and government accounts. The leader owns the execution of lifecycle engagement strategies, ensures consistent delivery of customer outcomes tied to solution utilization, business impact, and long‑term loyalty, and operates with discipline, clarity, and impact.
Job Responsibilities
Team Leadership & Capability Development – build and develop a high‑performing team of CLSMs, set performance expectations, coach, conduct skill progression, and embed best practices.
Strategic Customer Engagement – deepen executive‑level relationships, serve as senior point of contact on complex issues, and ensure the customer voice is represented in internal discussions.
Lifecycle Oversight & Play Execution – ensure CLSMs execute lifecycle plays, manage success plans, evaluate interventions, and refine workflows.
Cross‑Functional Orchestration – enable seamless collaboration between CLSMs and internal functions, remove roadblocks, and maintain clear roles across lifecycle handoffs.
Data‑Driven Performance Management – use customer data and analytics to drive proactive interventions, inform outreach strategies, and communicate team metrics.
Strategic Contribution & Special Projects – advance strategic initiatives within the Client Success function, lead special projects tied to churn reduction, revenue acceleration, or lifecycle transformation.
Education and Work Experience
Bachelor’s Degree plus 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 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 – lead teams executing customer lifecycle strategies across onboarding, adoption, and renewal. (Required)
Leadership & Capability Development – build team skill, reinforce playbook adherence, and sustain high performance through structured development. (Required)
Executive Communication – confidently influence senior stakeholders and drive strategic engagement. (Required)
Cross‑Functional Alignment – coordinate across Sales, Support, and Implementation to ensure seamless delivery and shared accountability. (Required)
Data‑Driven Decision Making – interpret customer health metrics, usage data, and dashboards to prioritize actions and manage performance. (Required)
Retention & Growth Acumen – identify risk and expansion opportunities and guide teams to deliver measurable customer and business outcomes. (Required)
Documented Customer Success Practices – implement customer success strategies across client‑side and agency environments; exposure to professional services or marketing disciplines is a plus. (Required)
Executive Influence & Stakeholder Management – engage senior executives, navigate complex relationships, and deliver high‑impact results. (Required)
Operational Discipline – improve team efficiency, standardize execution, and sustain 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
Compensation
Base Pay Range: $126,700 - $228,400
Corporate Bonus Target: 20%
Benefits
Medical, dental, and vision insurance; flexible spending account; 401(k); employee stock grants and purchase plan; paid time off and paid holidays; paid parental and family leave; family building benefits; backup care; childcare subsidy; tuition assistance; short‑ and long‑term disability; voluntary AD&D, accident, life, disability, and long‑term care insurance.
Equal Opportunity Employer
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.
Accommodation Request
If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1‑844‑873‑9500. Note this contact is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation related requests.
#J-18808-Ljbffr