Grow with us!
- This role is a hybrid position with the expectation in the Ericsson office located in Boise, Idaho or in Plano, Texas and relocation is not offered for this position.
- Ericsson Enterprise Wireless Solutions Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1's working on EAD for this position.
The Customer Success & Renewals Manager will lead a team responsible for the efficient and effective management of high-volume subscription renewals and the successful execution and efficiencies of CSM and Renewal programs. This role requires strong leadership, operational acumen, and a strategic mindset to drive team performance, and optimize processes.
What you will do:
- Set clear performance expectations, conduct regular 1:1s, provide ongoing coaching, feedback, and formal performance reviews to encourage professional growth and ensure team members meet or exceed goals.
- Manage team capacity, workload distribution, and resource allocation to ensure optimal efficiency and coverage for renewal cases and program demands.
- Lead a positive, collaborative, and high-performance team culture, promoting continuous learning and effective communication.
- Serve as the primary escalation point for complex renewal cases or program-related challenges, guiding the team to resolution and directly intervening when necessary.
- Continuously analyze current renewal and customer success processes, identify bottlenecks, and drive strategic initiatives to improve efficiency, reduce manual effort, and enhance the customer experience.
- Monitor key performance indicators (KPIs) for the renewals team, analyze trends, and provide regular reports and insights to senior leadership.
- Champion a culture of continuous improvement, innovation, and best practices within the team and across related operational processes.
- Partner strategically with departments such as Product, Marketing, Sales, Customer Success, and Finance to evaluate programs and ensure cross-functional alignment and support.
- Proactively engage with key customers and partners to gather qualitative feedback on renewal processes, program effectiveness, and overall experience.
The skills you bring:
- Bachelor's degree or 5+ years of experience in an operations role, specifically in Customer Success Operations, Sales Operations, Revenue Operations, or Business Operations, preferably within a B2B SaaS environment.
- Proven track record of improving operational efficiency and driving measurable results in customer retention, renewals, and expansion.
- Experience in managing and optimizing a Customer Success tech stack, including CRM and CS platforms.
- Strong understanding of the entire customer lifecycle, from onboarding to renewal/expansion.
- Experience with project management methodologies and leading cross-functional initiatives.
Why join Ericsson?
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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 hr.direct.americas@ericsson.com.
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) || Hybrid: Plano, Texas or Boise, Idaho
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.
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, Talkspace mobile therapy, and volunteer paid time off.
Ericsson
paid time off, sick time, 401(k)
Dec 10, 2025