Hybrid Lead Customer Success Manager

at AT&T

• Job title: Lead Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $130,700 - $196,100 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Chicago, United States

About the role

• Lead Customer Success Manager at AT&T responsible for client satisfaction and maximizing product value through strategic recommendations and relationship management. Oversee performance tracking and knowledge transfer to enhance client relationships.

Responsibilities

• Customer Relationship Management: Serve as the primary point of contact for customers, fostering long-term relationships to become a trusted advisor, and staying proactively engaged to ensure the product or service is functioning as intended and adding expected value.
• Product Expertise and Strategic Recommendations: Leverage deep knowledge of client industries, products, and market roles to provide expert guidance, enhance customer awareness, and make strategic product recommendations, while identifying renewals, migrations, upsell, and cross-sell opportunities to achieve desired customer outcomes.
• Performance Tracking and Strategic Development: Monitor customer usage, satisfaction, risk, and success metrics, providing regular reports and insights, and assisting in the development of strategic direction and positioning of focused projects to drive customer engagement, retention, and growth.
• Knowledge Transfer and Feedback Loop: Conduct knowledge transfer through delivering training and minimal technical guidance, providing feedback to product development teams on service offering improvements, and conducting complex work, unsupervised, with extensive latitude for independent judgment.

Requirements

• Bachelor’s degree (BS/BA) desired
• 5+ years of related experience
• Certification is required in some areas

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone