Client Success Manager- Strategic

T-MOBILE USA, Inc.; Littleton (NJ); On-site; USD 87,000 - 181,000; Full time

Benefits offered by this job

Stock grant

Employee stock plan

401(k)

Money coaches

Medical insurance

Dental insurance

Vision insurance

Paid time off

Discounts

Job summary

T-Mobile USA, Inc. is seeking a Client Success Manager to strengthen relationships with Government, Strategic, and Enterprise accounts.

You will manage the full customer lifecycle, from onboarding to value realization, while coordinating with sales, engineering, support, and operations to meet commitments. You will identify upsell opportunities and drive account growth through cross-sell strategies, building trusted executive relationships and delivering strategic business reviews.

Qualifications

• Bachelor's level business background required or preferred
• Master's degree preferred for strategic account leadership roles
• 4-7 years in managing customer relationships and account management in Government/Strategic/Enterprise sectors
• 2-4 years coordinating with sales, engineering, support and operations teams
• 2-4 years collaborating with sales to identify upsell/cross-sell opportunities

Responsibilities

• Serve as the primary post-sales contact for government and enterprise accounts, building executive relationships.
• Oversee onboarding and training to ensure smooth implementation from Day 0 and educate on products and tools.
• Monitor account health indicators and lead QBRs with client executives to drive value and renewal.
• Coordinate cross-functional resolution of issues to meet service levels and customer expectations.
• Develop renewal strategies, negotiate terms, and drive retention and revenue growth.
• Identify and present cross-sell/upsell opportunities with Sales and Solutions Engineering.

Skills

Client Relationship Management

Executive Relationship Building

Strategic Thinking

Cross-Functional Collaboration

Leadership

Analytics

Business Acumen

Telecommunications Knowledge

Education

Bachelor's Degree in Business Administration

Master's Degree in Business Administration (Preferred)

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview

The Client Success Manager at T-Mobile is a pivotal role focused on enhancing customer relationships and retention within the Government, Strategic, and Enterprise business segments. This position is responsible for managing the entire customer lifecycle, ensuring successful onboarding, product adoption, and continuous value realization. By identifying upsell and cross-sell opportunities, the Client Success Manager works closely with sales teams to develop strategies that increase account value. Acting as a customer advocate, this role coordinates with multiple departments including sales, engineering, support, and operations to meet contract commitments and resolve issues. Through strategic business reviews and building trusted executive relationships, the Client Success Manager fosters long‑term partnerships and enhances client loyalty.

Job 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.

Education and Work Experience

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

Knowledge, Skills and Abilities

• 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 of telecommunications industry, particularly in wireless technologies, to better understand and serve client needs. (Required)

Licenses and Certifications

• Certified Customer Experience Professional (CCXP): Certification that validates expertise in customer experience management, enhancing skills in customer journey mapping, and strategic alignment to business goals. (Preferred)
• Project Management Professional (PMP) Certification by the Project Management Institute that demonstrates proficiency in project management, crucial for managing cross‑functional teams and complex customer engagements. (Preferred)
• Certified Sales Executive (CSE) Certification that provides advanced knowledge in sales management, strategic planning, and execution, beneficial for identifying upsell and cross‑sell opportunities. (Preferred)

• 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

Total Target Cash Earnings Opportunity: $100,165 - $180,780National Base Pay Range: $87,100 - $157,200

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

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 don't 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‑Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!As part of the T‑Mobile team, you know 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. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're 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, 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.Talent comes in all forms at the Un‑carrier. 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 [e-mail] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation related requests.