Sr. Client Success Manager

T-Mobile•Downers Grove, IL

3d•Onsite

About The Position

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 Sr Client Success Manager at T-Mobile owns strategic customer outcomes for government and enterprise accounts, operating with autonomy in a newly forming Client Success model. The role manages a limited number of highly complex accounts while driving retention, expansion, and customer lifetime value at a segment level. Acting as a segment-level leader, this role ensures consistent execution of Client Success practices across accounts, translating strategy into measurable customer outcomes. The Sr Client Success Manager influences cross-functional priorities, leads escalations, and partners across Sales, Product, Operations, and Executive stakeholders to deliver results. Through advanced analytics, strategic engagement, and continuous improvement, the role identifies risks and opportunities, strengthens long-term partnerships, and improves overall segment performance.

Requirements

Bachelor's Degree Business Administration, Management, Information Technology, or Related Field, or equivalent experience (Preferred)
Master's/Advanced Degree Business Administration, Data Analytics, or Related Field (Preferred)
7-10 years Managing complex government or enterprise accounts, including driving customer lifecycle activities such as onboarding, adoption, and executive business reviews (Required)
4-7 years Leveraging advanced analytics and technology insights to proactively identify risks, opportunities, and influence account growth and renewal outcomes (Required)
4-7 years Coordinating cross-functional teams to resolve issues, deliver on contract commitments, and strengthen long-term client partnerships (Preferred)
Customer Service Expertise in managing complex government and enterprise accounts, ensuring optimal customer satisfaction and retention throughout the customer lifecycle. (Required)
Analytics Ability to leverage advanced analytics and technology insights to proactively identify risks, opportunities, and influence account growth and renewal outcomes. (Required)
Cross Functional Relationships Skill in coordinating and influencing cross-functional teams to resolve issues, deliver on contract commitments, and drive strategic customer outcomes. (Required)
Strategic Thinking Capacity to anticipate implications and consequences of situations, take proactive action, and drive segment-level retention and revenue performance. (Required)
Communication Ability to plan and deliver impactful oral and written communications, including executive business reviews and presentations to senior stakeholders. (Required)
Leadership Demonstrated leadership in strategic engagement, acting as a customer advocate, and strengthening long-term partnerships to impact client loyalty. (Required)
Problem Solving Skill in tackling complex account issues using logical, systematic approaches and driving resolution for high-value clients. (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Certified Customer Success Manager (CCSM): Certification that demonstrates expertise in customer success management, including lifecycle management, analytics, and strategic account engagement. (Preferred)
Project Management Professional (PMP) Certification by PMI that validates advanced project management skills, useful for coordinating cross-functional teams and managing complex accounts. (Preferred)
ITIL Foundation Certification: Certification that demonstrates understanding of IT service management best practices, relevant for leveraging technology insights and ensuring optimal customer satisfaction. (Preferred)

Responsibilities

Develops account-level and segment-level success strategies that influence retention, expansion, and lifecycle engagement.
Shapes the Client Success operating model through feedback, pilot programs, and process refinement.
Translates business objectives into measurable customer outcomes and success plans.
Drives consistent execution of Client Success practices across the segment and identifies gaps to improve performance across accounts.
Serves as the primary escalation and strategic voice of the customer across Sales, Product, Operations, and Executive stakeholders.
Leads cross-functional initiatives tied to retention, churn mitigation, and growth programs.
Acts as a role model and informal leader, setting standards for account planning, executive engagement, and success planning.
Direct ownership of retention and growth outcomes across a larger or more strategic revenue base.
Materially impacts churn reduction, expansion revenue, and customer lifetime value.
Plays a visible role in executive business reviews and strategic planning cycles.
Interprets complex data sets including churn propensity, adoption analytics, and financial performance indicators to drive proactive strategy.
Provides feedback into dashboard design, segmentation logic, and success metrics to improve organizational visibility.
Operates comfortably in a data-driven environment and guides customers through technology adoption and value realization.
Owns a limited number of the most complex, high-revenue, or strategically critical accounts, including top billers and enterprise or strategic customers.
Leads end-to-end success strategy for accounts with multiple stakeholders, product lines, and contract structures.
Operates with high autonomy in ambiguous environments where playbooks are still being defined.
Manages complex enterprise relationships and navigates ambiguity.
Exercises independent judgment on prioritization, risk mitigation, and executive engagement without reliance on predefined processes.