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