Customer Retention Manager

Magna International•Lowell, MA

1d•$105,780 - $196,440•Hybrid

About The Position

At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are. Group Summary: Magna New Mobility is a business unit inside Magna International leveraging Magna’s technology building blocks, developing new capabilities, and entering new markets and use cases. Our products include advanced solutions for urban markets, industrial intralogistics, commercial and autonomous vehicles. Magna New Mobility is also creating advanced software solutions that integrate with next-generation hardware. Our software is a core driver - turning our hardware into smart, integrated platforms for partners eager to advance the mobility sector. Magna's New Mobility group is not just about building individual technologies; we aim to create integrated solutions that address the complex challenges of moving people efficiently and cost effectively in the 21st century. Join us in advancing and shaping the future of mobility. Job Responsibilities: The Customer Retention Leader is a leadership role responsible for developing and executing an integrated strategy across Customer Success and Customer Support to maximize customer satisfaction, product adoption, and long-term retention. This role oversees the end-to-end customer experience— from onboarding and lifecycle management to support operations and continuous engagement.

Requirements

10+ years of customer-facing leadership experience.
5+ years managing managers or multi-disciplinary teams.
Proven success improving customer satisfaction, adoption, and retention.
Strong operational mindset and experience designing scalable processes.
Excellent communication and relationship-building skills.
Proficiency with Salesforce, Zendesk, Smartsheet, Jira, and related tools.
Ability to travel up to 30% domestically
Experience in manufacturing, industrial operations, mobility, automotive, or logistics.
Background with ERP, MES, or operational technology systems.
Experience leading digital transformation initiatives.

Responsibilities

Develop and own the overarching customer retention strategy, integrating both Customer Success and Customer Support programs.
Lead, coach, and scale teams of Customer Success Managers and Customer Support Managers.
Build a cohesive operating model aligning customer lifecycle management with support operations.
Create long-term plans for customer segmentation, engagement models, and adoption strategies.
Oversee the customer lifecycle from onboarding to expansion.
Guide the development of the Customer Success Management and Customer Support playbooks
Support strong relationships with customer stakeholders including plant leadership, IT, engineering, and operations.
Monitor adoption metrics, usage patterns, satisfaction scores, and risk indicators.
Ensure customer insights influence Product & Engineering roadmap decisions.
Maintain high-quality support operations ensuring timely and empathetic handling of customer issues.
Oversee escalations and ensure timely resolution of complex customer challenges.
Build and refine SOPs, workflows, documentation, and training programs.
Evaluate and report on service KPIs including response time, resolution rate, and CSAT.
Standardize tooling and processes across success and support teams.