Sr Manager, Client Success

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We are hiring multiple Senior Managers, Client Success. The role 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.

• 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 ir 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, elevate 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…