T-Ads Customer Success Manager
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 through tailored solutions, proactive issue resolution, and strategic insights into customer usage patterns. It collaborates with internal teams to improve service delivery and uphold T-Mobile’s commitment to outstanding customer service. The position leads customer journey touchpoints such as onboarding, business reviews, retention, and upsell opportunities. Candidates need a bachelor’s degree and three years of related work experience, an advanced degree and one year of related experience, or an equivalent combination of education and experience. The position requires skills in business management, communication, customer problem solving, customer relationship and success management, data analysis, project management, and strategic thinking. Travel is not required. The position is not DOT regulated or safety sensitive.
Requirements
- Bachelor’s degree plus 3 years of related work experience, or an advanced degree plus 1 year of related work experience, or an equivalent combination of education and experience.
- Required knowledge and 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.
- At least 18 years of age.
- Legally authorized to work in the United States.
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, particularly 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 high levels of 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.
- Employee stock purchase plan.
- 401(k).
- Access to free, year-round money coaches.
- Annual bonus or periodic sales incentive or bonus, depending on role and eligibility.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Flexible spending account.
- Paid time off.
- Up to 12 paid holidays.
- 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 coverage.
- Voluntary AD&D coverage.
- Voluntary accident coverage.
- Voluntary life insurance.
- Voluntary disability insurance.
- Voluntary 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
