Customer Success and Manager Plano,Texas, Sales

Position: Customer Success and Renewals Manager Plano,Texas,United States + 1 more Sales
## Customer Success and Renewals Manager Plano,Texas,United States Find out how well you match with this jobJob ID785789## Grow with UsEricsson 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.
** About this opportunity
** Ericsson is seeking an experienced
** Manager, Customer Success & Renewals
** to lead our Customer Success Manager (CSM) team and strategic renewals function. This is a full-time people management role with direct impact on customer retention, expansion, and long-term satisfaction across our most critical strategic and enterprise accounts. The ideal candidate brings hands-on experience leading Customer Success teams, a demonstrated track record managing renewals for strategic accounts, and working knowledge of cellular connectivity use cases.##

What you will do
* Directly manage a team of Customer Success Managers and a Renewals team focused on strategic accounts; serve as the primary escalation point for customer and process issues
* Conduct regular one-on-ones, performance reviews, and team meetings; create individual development plans and define clear growth pathways for direct reports
* Partner with the Sr. Director to translate the 3-year CS vision into a milestone-driven roadmap, defining success benchmarks at 12, 24, and 36 months across team structure, tooling, and key metrics (Net Revenue Retention / Gross Revenue Retention). Track and report on progress against milestones.
* Set and enforce clear standards for customer engagement quality, regularly reviewing call recordings and account notes, and health scores to coach the team on value-based conversations
* Build a repeatable framework for identifying expansion signals and ensure CSMs can qualify and co-sell opportunities alongside the Sales team
* Oversee the renewals process for strategic accounts, managing churn risk and holding Sales accountable for account growth milestones
* Own and lead the Quarterly Business Review (Q ) program — both customer-facing and internal — ensuring clear outputs including satisfaction assessments, risk items, and health scores
* Lead adoption, enablement, and training of Churn Zero across the CS team and field sales, establishing consistent reporting cadences for leadership.## The skills you will bring
* 3–6+ years of experience in Customer Success within telecommunications, high-growth SaaS, or technology environment, and at least 2 years in a people management or team lead role
* Demonstrated experience managing CSM teams focused on strategic or enterprise-tier accounts
* Background in cellular connectivity, IoT, wireless, or adjacent technology verticals is required; direct cellular connectivity experience strongly preferred
* Proven track record managing renewals, including churn risk management, renewal negotiations, and retention strategy execution
* Experience running QBRs with customers at a strategic or executive level
* Strong cross-functional collaboration skills, particularly working alongside Sales on account growth
* Data-driven approach to managing team performance and customer health
** It would be nice if you also have:
*** Experience with Churn Zero, Gainsight, Totango, or comparable customer success platforms
* Experience building or scaling a CS function, including processes, playbooks, and team structures
* Familiarity with managing a tiered account portfolio and leading upgrade/expansion plays for smaller accounts.
* Coaching or mentorship experience with a track record of developing individual contributors into managers
** 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…