Retention Operations Program Manager

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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.

This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Boise,  Plano, TX Relocation is not offered for this position.

The Retention Operations Program Manager is an individual contributor role within the Customer Success & Renewals organization, based in Boise,  (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.

The Retention Operations Program Manager is an individual contributor role within the Customer Success & Renewals organization, based in Boise,  (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.

• 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.

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
• Fluency in English (spoken and written)

• 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

At Ericsson, you´ll have an outstanding opportunity. The chance to use your…