Retention Operations Program Manager

Ericsson•Boise, ID

9d•Hybrid

About The Position

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.

Requirements

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)

Nice To Haves

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

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 and implementing improvements aligned with Ericsson's governance and quality standards

Benefits

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.
Subsidized dental and vision coverage.
401(k) plan with a 4% company match and immediate vesting.
Company-paid employee basic life and AD&D insurance.
Company-paid disability benefits.
15 days of accrued vacation.
Up to 3 personal days per year.
11 annual holidays.
8 hours of volunteer time.
80 hours of sick time annually.
Up to 16 weeks of paid maternity leave.
6 weeks of parental or adoption leave at 100% of pay.
Comprehensive Employee Assistance Program.
Mobile therapy.
Volunteer paid time off.