Senior Group Manager - Head of Customer Success, GM Energy

Job Description

Remote OR Hybrid: This role can be based remotely but if you live within a 50-mile radius of the Warren Tech Center, or any of our General Motors hub locations, you are expected to report to that location three times a week at minimum.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

The Role:

Lead and execute strategic priorities across multiple lines of business in support of GCX Executive leadership. Build and promote a team culture that puts the customer at the center of everything that we do while also delivering operational excellence and maintaining an engaging, vibrant workplace. Apply CX design principles to drive and execute strategy within your area of GCX business, and advocate for CX design across teams. Be a customer advocate.

We are seeking a highly strategic and results-oriented Sr. Manager, Head of Customer Success GM Energy to lead our Customer Success team. This pivotal role will be responsible for defining and executing our customer success vision, ensuring our customers achieve maximum value from our products/services, and fostering long-term relationships that drive retention and growth. The ideal candidate will be a passionate customer advocate, a proven leader, and adept at leveraging data to inform strategy and decision-making.

What You’ll Do (Responsibilities):

• Develop and implement a comprehensive customer success strategy that aligns with overall company goals for revenue growth and customer satisfaction.
• Define the customer journey and identify key touchpoints for proactive engagement and value delivery.
• Establish and monitor key performance indicators (KPIs) for customer success, including customer lifetime value (LTV), customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Analyze customer data and trends to identify risks, opportunities, and areas for improvement in the customer experience.
• Advocate for customer needs and insights across the organization, influencing product development, sales, and marketing strategies.
• Build, lead, mentor, and develop a high-performing team.
• Set clear performance objectives, provide regular feedback, and conduct performance reviews.
• Foster a culture of customer-centricity, continuous learning, and accountability within the team.
• Identify staffing needs and participate in the hiring process for the customer success department.
• Oversee the entire customer lifecycle, from onboarding and adoption to retention, customer care and aftersales.
• Develop and implement scalable processes for customer engagement, including proactive outreach, business reviews, and issue resolution.
• Act as an escalation point for critical customer issues, working cross-functionally to ensure timely and effective resolution.
• Build and maintain strong relationships with key customer stakeholders, including executive-level contacts.
• Drive customer advocacy through testimonials, case studies, and reference programs.
• Collaborate closely with Sales to ensure seamless customer handoffs and identify upsell and cross-sell opportunities.
• Partner with Product to relay customer feedback, influence product roadmap, and ensure new features address customer needs.
• Work with Marketing to develop customer success stories, case studies, and enablement materials.
• Align with Product Integration and Quality to ensure efficient issue resolution and a consistent customer experience.
  
  
  

Additional Job Description

Your Skills & Abilities (Required Qualifications):

• Bachelor’s degree required, MBA or advanced degree preferred.
• A passion for customer success and a deep understanding of customer needs and behaviors.
• 7+ years of progressive experience in customer-facing roles, with at least 2-5 years in a leadership role within Customer Success/Experience.
• Proven track record of developing and executing successful customer success strategies that drive retention and revenue growth.
• Excellent leadership, coaching, and team-building skills.
• Exceptional communication, interpersonal, and presentation skills, with the ability to influence stakeholders at all levels.
• Data-driven mindset with strong analytical skills and proficiency in using CRM and Customer Success platforms.
• Experience with various customer engagement models and scaling a customer success organization in a high-growth environment.
  
  
  

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.

• The expected base compensation for this role is: ($184,300 - $282,400). Actual base compensation within the identified range will vary based on factors relevant to the position.
• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
  
  
  

Benefits:

• Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.
  
  
  

About GM

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Benefits Overview

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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

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