Customer Success and Renewals Manager Job at Ericsson (Plano)

Job Description

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.

Job Responsibility

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

Requirements

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

Nice to 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

What we offer

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 HMO option through Kaiser for California employees
subsidized dental and vision coverage
401(k) plan has a 4% company match and immediate vesting
company-paid employee basic life and AD&D insurance
company-paid disability benefits
minimum of 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

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Customer Success and Renewals Manager

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