Customer Success and Renewals Manager

Grow with Us
Ericsson 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, ID or 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 (QBR) program - both customer-facing and internal - ensuring clear outputs including satisfaction assessments, risk items, and health scores
• Lead adoption, enablement, and training of ChurnZero 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 ChurnZero, 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 challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected].
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Boise (ID) (Country/ City)
Job details: Account Manager
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.
Variable Compensation Plan:This role includes the opportunity for sales commissions as a part of the Ericsson Enterprise Wireless Variable Compensation Plan. Actual payouts are based on performance against sales targets and the individual incentive target. Certain eligibility and pro-ration rules may apply.
Your Health
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: 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. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, mobile therapy, and volunteer paid time off.
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