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Customer Success Manager (CSM) – North America
USPosted Yesterday
remote
Job Description
Customer Success Manager (CSM) – North America
About the Role
As part of our ambitious growth strategy, T-Systems Digital Solutions is scaling its business in North America, delivering innovative end-to-end digital solutions to both T-Mobile US and large US enterprises. We are seeking a dynamic and experienced Customer Success Manager (CSM) to join our team in Seattle. The CSM will play a pivotal role in ensuring the success and satisfaction of our enterprise customers, driving value from our digital solutions portfolio, and supporting our expansion in the US market.
Key Responsibilities
- Development and P&L ownership of Digital Solutions business in North America.
- Steering of a business development team, initially consisting of a further Senior Solution Architect role and growing with the managed business.
- Direct lead and opportunity development with key enterprise accounts, including C-level engagement and escalation management.
- Develop and implement scalable processes and frameworks for onboarding, adoption, retention, and expansion of our digital solutions portfolio.
- Steering of delivery units in Mexico, the European Union and India.
- Collaborate with Sales, Delivery, Product, and Executive Leadership teams to drive cross-functional alignment and seamless customer experiences.
- Analyze customer health, satisfaction, and business outcomes, and use data-driven insights to inform strategy and continuous improvement.
- Represent the voice of the customer at the leadership level to influence product development, service enhancements, and go-to-market strategies.
- Drive customer retention, renewals, and expansion opportunities, ensuring long-term partnerships and growth.
- Support business development efforts and actively contribute to proposals, executive presentations, and strategic initiatives.
- Direct reporting into T-Systems International Digital Solutions management.
Requirements
- Bachelor’s degree in Business, Technology, or a related field; Master’s degree or MBA strongly preferred.
- 10+ years of experience in customer success, account management, or consulting, with at least 5 years in a senior leadership or people management role.
- Demonstrated success leading and scaling customer success organizations in the digital solutions, IT services, or enterprise technology sector.
- Deep understanding of digital transformation, cloud, IoT, cybersecurity, and/or enterprise IT landscapes.
- Proven ability to engage and influence C-level executives and manage complex, multi-stakeholder relationships.
- Exceptional leadership, communication, and organizational skills, with a track record of building high-performing teams.
- Strong analytical and strategic thinking abilities, with experience using data to drive decisions and improvements
- Experience in global or matrixed organizations is a plus.
- Must be a US citizen or landed resource authorized to work in the US.
- Willingness to travel as needed.
Salary :
- Base Range: $145,000 - $175,000
At T-Systems North America, our benefits reflect our commitment to our employees. We believe supporting our employees both personally and professionally is essential, which is why we continuously evolve our offerings to meet the needs of our team members and their families.
T-Systems is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as an individual with a disability, or other applicable legally protected characteristics.