Sr Manager, Client Success

T-Mobile•Concord, NY

10h

About The Position

The Senior Manager, Client Success is accountable for leading a team of Client Success Managers (CLSMs) who drive adoption, retention, and customer value across T-Mobile for Business's most strategic enterprise and government accounts. This leader owns the execution of lifecycle engagement strategies and ensures the consistent delivery of customer outcomes tied to solution utilization, business impact, and long-term loyalty. The role requires a strong command of lifecycle best practices, customer health analytics, and cross-functional orchestration. Acting as both a people leader and executive point of escalation, the Senior Manager ensures the team operates with discipline, clarity, and impact. Through strategic oversight, executive engagement, and operational excellence, this role plays a pivotal part in maximizing customer satisfaction and deepening account relationships throughout the customer journey.

Requirements

Bachelor's Degree
Seven (7) years of related professional experience, or a combination of education and experience deemed equivalent.
Minimum 5+ years of relevant experience in customer success, account management, or client-facing lifecycle roles.
3-5 years of experience with direct people leadership experience, preferably overseeing customer-facing teams in a B2B environment (telecom, SaaS, or enterprise services ideal).
3-5 years of demonstrated success leading teams responsible for account retention, adoption, and customer value realization.
Customer Lifecycle Strategy: Proven ability to lead teams executing customer lifecycle strategies across onboarding, adoption, and renewal.
Leadership & Capability Development: Strong capability in building team skill, reinforcing playbook adherence, and sustaining high performance through structured development.
Executive Communication: Confident communicator with the ability to influence senior stakeholders and drive strategic engagement.
Cross-Functional Alignment: Adept at coordinating across Sales, Support, and Implementation to ensure seamless delivery and shared accountability.
Data-Driven Decision Making: Able to interpret customer health metrics, usage data, and dashboards to prioritize actions and manage performance.
Retention & Growth Acumen: Skilled in identifying risk and expansion opportunities and guiding teams to deliver measurable customer and business outcomes.
Documented Customer Success Practices: Experienced in implementing customer success strategies across both client-side and agency environments; exposure to professional services or marketing disciplines is a plus.
Executive Influence & Stakeholder Management: Proven ability to engage senior executives, navigate complex relationships, and deliver high-impact results with precision and credibility.
Operational Discipline: Strong operational mindset with a track record of improving team efficiency, standardizing execution, and sustaining high levels of customer satisfaction.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Experience driving operational rigor through customer health metrics, lifecycle playbooks, and retention strategies.
Background managing executive-level customer relationships and overseeing performance in highly visible or regulated verticals (e.g., public sector, enterprise tech, healthcare)
Strong coaching and sustainment experience; skilled in reinforcing process adherence, developing team capability, and managing through change
Effective at navigating matrixed organizations, aligning cross-functional stakeholders, and removing roadblocks that impact customer delivery.

Responsibilities

Team Leadership & Capability Development- This leader is responsible for building and developing a high-performing team of Client Success Managers (CLSMs). They will set and reinforce performance expectations aligned to core Client Success KPIs such as retention rate, customer adoption, and value realization. A key portion of this responsibility—approximately half—is dedicated to sustainment and capability elevation. The Senior Manager reinforces adherence to the Client Success model through coaching, success planning reviews, field routines, and feedback loops. They will lead regular team development activities, manage skill progression, and help embed best practices into daily execution. This focus on sustainment ensures lasting enablement and continuous improvement, allowing the team to scale with consistency and impact.
Strategic Customer Engagement –The Senior Manager plays a hands-on role in deepening executive-level relationships with key customers. They serve as the senior point of contact on complex issues, engage directly with customer stakeholders to reinforce the T-Mobile value proposition, and ensure the voice of the customer is represented in internal discussions. By participating in or leading strategic business reviews and overseeing retention plans, the Senior Manager strengthens customer loyalty and ensures alignment with business outcomes that matter to our largest and most strategic accounts.
Lifecycle Oversight & Play Execution – This role owns the operational performance of the Client Success team across the full customer lifecycle—from onboarding through adoption and renewal. The Senior Manager ensures that CLSMs consistently execute prescribed lifecycle plays and maintain rigorous focus on customer health. They oversee the creation and progress of customer success plans, evaluate the effectiveness of proactive interventions, and refine workflows to drive impact at scale. Their oversight ensures that success efforts are targeted, standardized, and measurable.
Cross-Functional Orchestration –The Senior Manager is accountable for enabling seamless collaboration between CLSMs and internal functions such as Sales, Implementation, Engineering, and Support. They proactively identify and remove roadblocks to execution, escalate cross-functional gaps, and ensure roles are clearly defined across lifecycle handoffs. By championing internal alignment and clarity, they ensure that customers receive a unified, coordinated experience from the broader account team and that internal dependencies do not hinder customer progress.
Data-Driven Performance Management –This role uses customer data and performance analytics to manage team effectiveness and to drive proactive interventions. The Senior Manager leverages tools such as the Account Health Dashboard, usage trend reports, and account-level KPIs to identify risks and opportunities. They guide their team in using data to inform outreach strategies, assess adoption gaps, and prioritize retention plays. In addition, they own the communication of team performance metrics to leadership and identify areas for continuous improvement based on empirical insights.
Strategic Contribution & Special Projects – The Senior Manager also plays a key role in advancing strategic initiatives within the Client Success function. This includes contributing to roadmap pilots, implementing new processes or tools, and leading special projects tied to churn reduction, revenue acceleration, or lifecycle transformation. They act as a thought partner to leadership and a change agent within the organization, continuously surfacing opportunities to improve how the team delivers customer outcomes at scale.