Retention Programs Lead - Hybrid (US)

Ericsson; Plano (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus program

Health plan

401(k) with company match

Paid time off

Parental leave

Job summary

Ericsson is seeking a Retention Operations Program Manager to drive retention and renewal performance across software and services portfolios. Based in Boise, ID (preferred) or Plano, TX, this role collaborates with Customer Success, Renewals, Sales, Operations, Finance and Analytics to build scalable retention frameworks and standardized processes.

This individual contributor role emphasizes data-informed risk management, cross-functional execution, and continuous program improvement within

Qualifications

• Bachelor's degree or equivalent practical experience in business, engineering, data/analytics, or related field.
• 5+ years in Sales Operations, Program Management, Customer Success and/or Renewal Programs in B2B tech/SaaS/telecom.
• Experience leading complex cross-functional programs with measurable retention/renewal outcomes.
• Strong program management: planning, prioritization, risk management, stakeholder communication.
• Understanding of customer lifecycle concepts and their operational implications.
• Ability to define metrics, interpret analyses, and translate insights into action plans.
• Excellent collaboration skills and ownership in a fast-paced environment.
• Fluent English (spoken and written).

Responsibilities

• Lead cross-functional retention and renewal programs from design through execution.
• Document standardized retention processes, roles, and handoffs.
• Use data analytics to identify churn risks and translate insights into initiatives.
• Coordinate stakeholders across multiple teams; communicate status and risks.
• Support change management, training for new retention processes and tools.
• Continuously review program performance and implement improvements.

Skills

Cross-functional program management

Data-driven decision making

Stakeholder collaboration

English fluency

Education

Bachelor’s degree in Business/Engineering/Data/Analytics

Tools

Salesforce

Gainsight

Job description

Ericsson is seeking a Retention Operations Program Manager to drive retention and renewal performance across software and services portfolios. Based in Boise, ID (preferred) or Plano, TX, this role collaborates with Customer Success, Renewals, Sales, Operations, Finance and Analytics to build scalable retention frameworks and standardized processes.

This individual contributor role emphasizes data-informed risk management, cross-functional execution, and continuous program improvement within