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What we offer:

Group Summary:

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.

What you will be doing in this role:

• 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.

What you should bring to this role:

• 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.

Physical Demands / Work Environment:

• Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer.
• Hybrid in-office policy: 3 days in office per week, but will be needed to work up to 100% in office as the work requires.
• Domestic and international travel up to ~10%.

Hiring Base Salary Range: $105,780 - $196,440 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus.

Awareness, Unity, Empowerment:

At Magna, we believe that a diverse workforce is critical to our success. That's why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email or traditional mail to comply with GDPR requirements and your local Data Privacy Law.

AI-Assisted Screening Disclosure

As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies.

Under conditions defined by applicable law, you may have the right to request an explanation of how AI is used to support decision-making.

If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.