T-Ads Customer Success Manager

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

The Customer Success Manager at T-Mobile is instrumental in nurturing and enhancing customer relationships. This role focuses on understanding customer needs and ensuring their satisfaction with our services, thereby directly impacting customer retention and loyalty. By collaborating with various internal teams, the Customer Success Manager helps to tailor solutions that meet specific customer requirements, improving overall service delivery. Their proactive approach in addressing customer issues and their strategic insights into customer usage patterns contribute significantly to T-Mobile's business growth.

Ultimately, the Customer Success Manager plays a crucial role in upholding T-Mobile's commitment to providing outstanding customer service.

• Successfully lead customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Analyzes customer usage patterns to provide strategic insights and recommendations for service improvement
• Collaborates with internal teams to tailor solutions that meet specific customer requirements
• Addresses customer issues proactively to ensure high levels of satisfaction and retention
• Monitors customer feedback and coordinates with relevant departments to enhance service delivery
• Engages in regular communication with customers to understand and assess their needs
• Develops and implements customer retention strategies to foster loyalty and long‑term engagement

• Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Management, Business Administration or Customer Relationship Management or related field . (Preferred)
• 4-7 years Experience in customer relationship management or account management, specifically in a telecommunications or technology‑focused industry (Preferred)
• 2-4 years Proven track record of improving customer satisfaction and retention through personalized service and strategic account planning (Preferred)
• 2-4 years Experience collaborating with cross‑functional teams to develop customer‑centric solutions (Preferred)

• Business Management (Required)
• Communication (Required)
• Customer Communications (Required)
• Customer Problem Solving (Required)
• Customer Relationship Management (CRM) (Required)
• Customer Success Management (CSM) (Required)
• Data Analysis (Required)
• Project Management (Required)
• Strategic Thinking (Required)

• Certified Customer Experience Professional (CCXP)
  A globally recognized certification that validates expertise in customer experience disciplines, including customer retention and satisfaction. (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No):
No

• DOT Regulated Position (Yes/No):
  No
• Safety Sensitive Position (Yes/No):
  No

Total Target Cash Earnings Opportunity: $65,090 - $130,295

National Base Pay Range: $56,600 - $113,300

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual…