Strategic Client Success Manager – Government & Enterprise

T-MOBILE USA, Inc.; Minnesota; On-site; USD 87,000 - 157,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Paid time off

Bonuses and incentives

Comprehensive benefits package

Job summary

T-Mobile USA, Inc. is seeking a Client Success Manager to strengthen government, strategic, and enterprise partnerships. You will own onboarding, adoption, and ongoing value realization, while identifying upsell opportunities and coordinating with sales, engineering, support, and operations.

The role emphasizes executive relationship building, contract management, and cross‑functional collaboration to reduce churn and maximize account value across the client base.

Qualifications

• Bachelor's Degree in 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 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)

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 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 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.
• 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.

Job description

T-Mobile USA, Inc. is seeking a Client Success Manager to strengthen government, strategic, and enterprise partnerships. You will own onboarding, adoption, and ongoing value realization, while identifying upsell opportunities and coordinating with sales, engineering, support, and operations.

The role emphasizes executive relationship building, contract management, and cross‑functional collaboration to reduce churn and maximize account value across the client base.