Retention Programs Lead — Hybrid, Cross-Functional Ops

Ericsson; Boise (ID); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Parental leave

Job summary

Ericsson Retention Operations Program Manager role in Boise, ID (preferred) or Plano, TX is an individual contributor within Customer Success & Renewals.

You will design, execute, and improve programs driving retention and renewal performance across Ericsson's software and services portfolios, partnering with Sales, Operations, Finance, and Analytics to standardize processes and enable proactive risk management across the customer lifecycle.

Qualifications

• Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field.
• At least 5 years of experience in Sales Operations, Program Management, Customer Success and/or Renewal Programs in a B2B tech/SaaS/telecom environment.
• Proven experience leading cross-functional programs with measurable retention/renewal outcomes.
• Strong program management skills: planning, prioritization, risk management, and stakeholder communication.

Responsibilities

• 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 improvements aligned with governance and quality standards.

Skills

Cross-functional collaboration

Program management

Data analysis

Customer lifecycle knowledge

Stakeholder communication

English fluency

Education

Bachelor’s degree in business/Operations Management/Engineering/Data/Analytics

Tools

Salesforce

Gainsight

Job description

Ericsson Retention Operations Program Manager role in Boise, ID (preferred) or Plano, TX is an individual contributor within Customer Success & Renewals.

You will design, execute, and improve programs driving retention and renewal performance across Ericsson's software and services portfolios, partnering with Sales, Operations, Finance, and Analytics to standardize processes and enable proactive risk management across the customer lifecycle.