Retention Operations Program Manager

Ericsson GmbH; Plano (TX); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

401(k) match

Health insurance

HSA contribution

Dental and vision coverage

Vacation + personal days

Parental leave

Employee assistance program

Job summary

Ericsson Enterprise Wireless Solutions Inc. is hiring a Retention Operations Program Manager in Boise, ID (preferred) or Plano, TX, to design and execute programs that boost retention and renewals across software and services.

You will work with Customer Success, Renewals, Sales, Operations, Finance, and Analytics to standardize processes and enable proactive risk management. The role requires a Bachelor’s degree and 5+ years in related fields, with strong program management, data

Qualifications

• Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field, or equivalent practical experience.
• 5+ years in Sales Operations, Program Management, Customer Success and/or Renewal Programs in B2B tech, SaaS, or telecom.
• Experience leading cross-functional programs with measurable retention/renewal outcomes.
• Strong planning, prioritization, risk management, and stakeholder comms.
• Understanding of customer lifecycle concepts and their operational implications.
• Ability to turn data into actionable plans and align diverse stakeholders.

Responsibilities

• Lead cross-functional retention and renewal programs from design through execution.
• Document standardized retention processes, roles, and handoffs.
• Use data to identify churn risks, define metrics, and drive targeted playbooks.
• Coordinate stakeholders across CS, Renewals, Sales, Ops, Finance, Analytics.
• Support change management and training for new processes and tools.
• Review program performance and implement improvements per governance standards.

Skills

Cross-functional leadership

Data-driven decision making

Program management

Customer lifecycle knowledge

Stakeholder communication

English fluency

Education

Bachelor's degree or equivalent

Tools

Salesforce

Gainsight

Lean/Six Sigma

Job description

Grow with us

Ericsson Enterprise Wireless Solutions Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1’s, H-1B1’s, E-3’s, O-1’s, and TN’s. Ericsson also does not hire F-1’s working on CPT or EAD for this position.

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 opportunity

The 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 bring

You 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
• FluencyinEnglish(spoken and written)

It would be nice if you also have:

• ExperiencewithCRM/Customer Success platforms (e.g., Salesforce, Gainsight), processimprovement methodologies(Lean, Six Sigma), globalteam collaborationandcreating operationaldocumentation such as playbooks and process maps

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity employer, learn more.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [e-mail].

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 Ericsson

Your Pay

The 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

• 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.