T-Ads Customer Success Manager

T-Mobile•New York, NY

About The Position

The Customer Success Manager at T-Mobile nurtures and enhances customer relationships by understanding customer needs and ensuring satisfaction with T-Mobile services. The role supports customer retention and loyalty by collaborating with internal teams to tailor solutions, proactively addressing customer issues, and sharing strategic insights about customer usage patterns. It contributes to service improvement and business growth while upholding T-Mobile’s commitment to outstanding customer service. The position leads customer journey touchpoints—including onboarding, business reviews, retention, and upsell opportunities—and maintains regular communication with customers to assess their needs. The role also monitors customer feedback, coordinates service improvements across departments, and develops strategies to foster long-term customer engagement. This position does not require travel and is not DOT-regulated or safety-sensitive. The national base pay range is $56,600–$113,300, with a total target cash earnings opportunity of $65,090–$130,295. Actual pay varies based on factors such as work location, qualifications, and experience.

Requirements

Bachelor’s degree plus 3 years of related work experience, or an advanced degree with 1 year of related work experience, or an equivalent combination of education and experience.
At least 18 years of age.
Legally authorized to work in the United States.
Knowledge or skills in business management, communication, customer communications, customer problem solving, customer relationship management (CRM), customer success management (CSM), data analysis, project management, and strategic thinking.

Nice To Haves

A degree in Business Management, Business Administration, Customer Relationship Management, or a related field.
4–7 years of experience in customer relationship management or account management, especially in telecommunications or a technology-focused industry.
2–4 years of experience improving customer satisfaction and retention through personalized service and strategic account planning.
2–4 years of experience collaborating with cross-functional teams to develop customer-centric solutions.
Certified Customer Experience Professional (CCXP) certification.

Responsibilities

Lead customer journey touchpoints, including onboarding, business reviews, retention, upsells, and other opportunities.
Analyze customer usage patterns and provide strategic insights and recommendations for service improvement.
Collaborate with internal teams to tailor solutions to specific customer requirements.
Proactively address customer issues to support satisfaction and retention.
Monitor customer feedback and coordinate with relevant departments to enhance service delivery.
Communicate regularly with customers to understand and assess their needs.
Develop and implement customer retention strategies to foster loyalty and long-term engagement.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to free, year-round money coaches.
Annual bonus or periodic sales incentive or bonus, depending on role and eligibility.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family-building benefits, backup care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care insurance.
Mobile service and home internet discounts for eligible employees.
Pet insurance for eligible employees.
Commuter and transit programs for eligible employees.