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About the Role

The Client Success Manager at T-Mobile is responsible for managing the entire customer lifecycle within the Government, Strategic, and Enterprise business segments, ensuring successful onboarding, product adoption, and continuous value realization. This role identifies upsell and cross-sell opportunities, acts as a customer advocate, and fosters long-term partnerships through strategic business reviews and executive relationship building.

Responsibilities

Serve as the primary post-sales point of contact for assigned government and enterprise accounts, advocating for customer needs across internal teams.
Build and maintain executive-level relationships with client stakeholders to foster trust and drive customer satisfaction.
Oversee new customer onboarding and training to guarantee a smooth implementation.
Educate customers on T-Mobile for Business products, services, and self-service tools to accelerate product adoption.
Develop customer success plans and conduct regular health checks.
Proactively monitor account performance and health indicators to identify risks or opportunities.
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.
Take ownership of customer issues and coordinate cross-functional resolution, engaging internal experts to troubleshoot and resolve problems swiftly.
Act as the customer champion in internal discussions, documenting interactions and ensuring service levels are met.
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.
Drive account expansion by identifying and executing cross-sell and upsell opportunities.
Prepare and present proposals for new solutions, partnering with Sales and Solutions Engineering on complex opportunities.

Requirements

4-7 years managing customer relationships and account management in business segments such as Government, Strategic, or Enterprise.
2-4 years coordinating with multiple departments such as sales, engineering, support, and operations to meet contract commitments and resolve issues.
2-4 years collaborating with sales teams to identify upsell and cross-sell opportunities and develop strategies to increase account value.
Must be at least 18 years of age.
Must be legally authorized to work in the United States.

Skills

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

Location

United States

Work Type

Travel Required

Experience Level

4-7 years
2-4 years

Education Level

Bachelor's Degree Business Administration, Management, or related field (Preferred)
Master's/Advanced Degree Business Administration, Management, or related field (Preferred)

Salary/Compensations

$100,165 - $180,780
$87,100 - $157,200

Benefits

Competitive base salary and compensation package
Annual stock grant
Employee stock purchase plan
401(k)
Access to free, year-round money coaches
Medical insurance
Dental insurance
Vision insurance
Flexible spending account
Paid time off
Up to 12 paid holidays
Paid parental and family leave
Family building benefits
Back-up care
Enhanced family support
Childcare subsidy
Tuition assistance
College coaching
Short-term disability
Long-term disability
Voluntary AD&D coverage
Voluntary accident coverage
Voluntary life insurance
Voluntary disability insurance
Voluntary long-term care insurance
Mobile service & home internet discounts
Pet insurance
Access to commuter and transit programs

About the Company

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers.
The Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward.

Equal Opportunity

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, genetic information, 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.
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.