T-Ads Customer Success Manager

T-Mobile US Inc.; City of Niagara Falls (NY); On-site; USD 57,000 - 113,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Paid time off

Money coaching

Job summary

T-Mobile is seeking a Customer Success Manager to nurture customer relationships, understand needs, and ensure satisfaction, driving retention and loyalty. The role partners with internal teams to tailor solutions and improve service delivery, contributing to business growth.

The ideal candidate has a background in customer relationship management with strong communication and data-analysis skills, and a proven track record in strategic account planning.

Qualifications

• Bachelor's Degree plus 3 years of related work experience (Required)
• Advanced degree with 1 year of related work experience (Possible)
• 4-7 years Experience in customer relationship management or account management (Preferred)
• 2-4 years Proven track record of improving customer satisfaction and retention (Preferred)
• 2-4 years Experience collaborating with cross‑functional teams to develop customer-centric solutions (Preferred)

Responsibilities

• Lead customer journey touchpoints including onboarding, business reviews, retention and upsells.
• Analyze customer usage patterns to provide strategic insights for service improvement.
• Collaborate with internal teams to tailor solutions meeting customer requirements.
• Address customer issues proactively to ensure high satisfaction and retention.
• Monitor customer feedback and coordinate with departments to enhance service delivery.
• Engage in regular communication with customers to understand and assess needs.
• Develop and implement retention strategies to foster loyalty and long-term engagement.

Skills

Business Management

Communication

Customer Communications

Customer Problem Solving

Customer Relationship Management

CSM

Data Analysis

Project Management

Strategic Thinking

Education

Bachelor's Degree

Advanced degree

Tools

CRM software

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 Customer Success Manager at T-Mobile is instrumental in nurturing and enhancing customer relationships. This role focuses on understanding customer needs and ensuring their satisfaction with our services, thereby directly impacting customer retention and loyalty. By collaborating with various internal teams, the Customer Success Manager helps to tailor solutions that meet specific customer requirements, improving overall service delivery. Their proactive approach in addressing customer issues and their strategic insights into customer usage patterns contribute significantly to T-Mobile's business growth. Ultimately, the Customer Success Manager plays a crucial role in upholding T-Mobile's commitment to providing outstanding customer service.

Job Responsibilities

• Successfully lead customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Analyzes customer usage patterns to provide strategic insights and recommendations for service improvement
• Collaborates with internal teams to tailor solutions that meet specific customer requirements
• Addresses customer issues proactively to ensure high levels of satisfaction and retention
• Monitors customer feedback and coordinates with relevant departments to enhance service delivery
• Engages in regular communication with customers to understand and assess their needs
• Develops and implements customer retention strategies to foster loyalty and long‑term engagement

Education and Work Experience

• Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Management, Business Administration or Customer Relationship Management or related field . (Preferred)
• 4-7 years Experience in customer relationship management or account management, specifically in a telecommunications or technology-focused industry (Preferred)
• 2-4 years Proven track record of improving customer satisfaction and retention through personalized service and strategic account planning (Preferred)
• 2-4 years Experience collaborating with cross‑functional teams to develop customer‑centric solutions (Preferred)

Knowledge, Skills and Abilities

• Business Management (Required)
• Communication (Required)
• Customer Communications (Required)
• Customer Problem Solving (Required)
• Customer Relationship Management (CRM) (Required)
• Customer Success Management (CSM) (Required)
• Data Analysis (Required)
• Project Management (Required)
• Strategic Thinking (Required)

Licenses and Certifications

• Certified Customer Experience Professional (CCXP)A globally recognized certification that validates expertise in customer experience disciplines, including customer retention and satisfaction. (Preferred)

Eligibility

• 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

Total Target Cash Earnings Opportunity

Total Target Cash Earnings Opportunity: $65,090 - $130,295

National Base Pay Range

National Base Pay Range: $56,600 - $113,300

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.

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. Corporate employees are eligible for a year‑end bonus based on individual and/or company performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

At 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 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.