Note:This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Boise, ID or Plano, TX Relocation is not offered for this position.About this opportunityThe Retention Operations Program Manager is an individual contributor role within the Customer Success & Renewals organization, based in Boise, ID (preferred) or Plano, TX. This role focuses on designing, executing, and continuously improving programs that drive customer retention and renewal performance across Ericsson's software and services portfolios. Working cross-functionally with Customer Success, Renewals, Sales, Operations, Finance, and Analytics teams, this position builds scalable retention frameworks, standardizes processes, and enables proactive, data-informed risk management across the customer lifecycle.
What you will do- Lead cross-functional retention and renewal programs from design through execution, tracking KPIs and outcomes
- Design and document standardized retention and renewal processes, policies, roles, and handoffs to reduce friction and clarify accountability
- Use data and analytics to identify churn risks, define metrics, and translate insights into targeted initiatives and playbooks
- Coordinate stakeholders across Customer Success, Renewals, Sales, Operations, Finance, and Analytics; communicate status, risks, and key decisions
- Support change management, communication, and training for new or updated retention processes, tools, and playbooks
- Continuously review program and process performance, proposing and implementing improvements aligned with Ericsson's governance and quality standards
Location: Boise, Idaho (preferred) or Plano, Texas. No immigration or relocation is offered for this role.
The skills you bringYou have:
- Bachelor's degree in business, Operations Management, Engineering, Data/Analytics, or related field - or equivalent practical experience
- At least 5 years of experience in Sales Operations, Program Management, Customer Success and/or Renewal Programs or similar roles in a B2B technology, SaaS, or telecom environment
- Demonstrated experience leading complex, cross-functional programs with measurable business outcomes related to retention, renewals, or customer lifecycle
- Strong program management skills: planning, prioritization, risk management, and stakeholder communication
- Solid understanding of customer lifecycle concepts (onboarding, adoption, value realization, renewal, expansion, churn) and their operational implications
- Ability to define metrics, interpret analyses, and convert insights into concrete action plans
- Effective collaboration skills with the ability to build alignment across diverse stakeholder groups without direct authority
- Strong sense of ownership and self-direction in a fast-paced, evolving environment
- Fluency in English (spoken and written)
It would be nice if you also have:
- Experience with CRM/Customer Success platforms (e.g., Salesforce, Gainsight), process improvement methodologies (Lean, Six Sigma), global team collaboration, and creating operational documentation such as playbooks and process maps
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Hybrid: Boise, Idaho (preferred) or Plano, Texas
Job details: Sales Operations Manager
Compensation and Benefits at EricssonAt Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your PayThe salary range for this position is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.
Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit's objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Your Financial Security We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, mobile therapy, and volunteer paid time off.
