Sr Manager, Client Success

T-Mobile•Concord, CA

About The Position

The Senior Manager, Client Success at T-Mobile is responsible for leading a team of Client Success Managers (CLSMs) who focus on driving adoption, retention, and customer value for T-Mobile for Business's most strategic enterprise and government accounts. This role involves executing lifecycle engagement strategies, ensuring consistent delivery of customer outcomes related to solution utilization, business impact, and long-term loyalty. The Senior Manager must have a strong understanding of lifecycle best practices, customer health analytics, and cross-functional orchestration. They act as both a people leader and an executive point of escalation, ensuring the team operates with discipline, clarity, and impact. Through strategic oversight, executive engagement, and operational excellence, this role is crucial for 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.
Proven ability to lead teams executing customer lifecycle strategies across onboarding, adoption, and renewal (Customer Lifecycle Strategy).
Strong capability in building team skill, reinforcing playbook adherence, and sustaining high performance through structured development (Leadership & Capability Development).
Confident communicator with the ability to influence senior stakeholders and drive strategic engagement (Executive Communication).
Adept at coordinating across Sales, Support, and Implementation to ensure seamless delivery and shared accountability (Cross-Functional Alignment).
Able to interpret customer health metrics, usage data, and dashboards to prioritize actions and manage performance (Data-Driven Decision Making).
Skilled in identifying risk and expansion opportunities and guiding teams to deliver measurable customer and business outcomes (Retention & Growth Acumen).
Experienced in implementing customer success strategies across both client-side and agency environments; exposure to professional services or marketing disciplines is a plus (Documented Customer Success Practices).
Proven ability to engage senior executives, navigate complex relationships, and deliver high-impact results with precision and credibility (Executive Influence & Stakeholder Management).
Strong operational mindset with a track record of improving team efficiency, standardizing execution, and sustaining high levels of customer satisfaction (Operational Discipline).
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

Building and developing a high-performing team of Client Success Managers (CLSMs), setting and reinforcing performance expectations aligned to core Client Success KPIs such as retention rate, customer adoption, and value realization.
Dedicating approximately half of the responsibility to sustainment and capability elevation, reinforcing adherence to the Client Success model through coaching, success planning reviews, field routines, and feedback loops.
Leading regular team development activities, managing skill progression, and helping embed best practices into daily execution.
Playing a hands-on role in deepening executive-level relationships with key customers, serving as the senior point of contact on complex issues, engaging directly with customer stakeholders to reinforce the T-Mobile value proposition, and ensuring the voice of the customer is represented in internal discussions.
Participating in or leading strategic business reviews and overseeing retention plans to strengthen customer loyalty and ensure alignment with business outcomes.
Owning the operational performance of the Client Success team across the full customer lifecycle—from onboarding through adoption and renewal.
Ensuring that CLSMs consistently execute prescribed lifecycle plays and maintain rigorous focus on customer health.
Overseeing the creation and progress of customer success plans, evaluating the effectiveness of proactive interventions, and refining workflows to drive impact at scale.
Enabling seamless collaboration between CLSMs and internal functions such as Sales, Implementation, Engineering, and Support.
Proactively identifying and removing roadblocks to execution, escalating cross-functional gaps, and ensuring roles are clearly defined across lifecycle handoffs.
Using customer data and performance analytics to manage team effectiveness and to drive proactive interventions.
Leveraging tools such as the Account Health Dashboard, usage trend reports, and account-level KPIs to identify risks and opportunities.
Guiding the team in using data to inform outreach strategies, assess adoption gaps, and prioritize retention plays.
Owning the communication of team performance metrics to leadership and identifying areas for continuous improvement based on empirical insights.
Advancing strategic initiatives within the Client Success function, including contributing to roadmap pilots, implementing new processes or tools, and leading special projects tied to churn reduction, revenue acceleration, or lifecycle transformation.
Acting 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.