GM Energy, Head of Customer Success

General Motors•Austin, TX

5d•$160,900 - $246,500•Hybrid

About The Position

GM Energy is seeking a strategic and results-oriented leader to define and advance the GM Energy customer experience across products, channels, and partners. This role will protect the current customer experience while preparing GM Energy for future generation products, Battery Storage Leasing, V2G, and future energy services. The ideal candidate can turn customer insight into action across GM. This role is based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week or other frequency dictated by your manager.

Requirements

Bachelor’s degree
7+ years of progressive experience in Customer Success, Customer Experience, service operations, transformation, or related fields, including leadership experience.
Proven track record of developing and executing successful customer success strategies that drive retention and revenue growth.
5+ yrs of excellent leadership, coaching, and team-building skills.
Exceptional communication and presentation skills, with the ability to persuade senior stakeholders and drive action across GM without relying on direct authority.
Data-driven mindset with experience using CRM, VOC/CSAT, analytics, digital, or AI-enabled tools to improve customer and operational outcomes.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.
Ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

Nice To Haves

MBA or advanced degree preferred.
Experience scaling a customer success organization in a high-growth environment.
A passion for customer success and a deep understanding of customer needs and behaviors.
Experience with various customer engagement models.
Experience working in a startup, high-growth, or energy-related environment, with a demonstrated ability to translate ambiguity into action and deliver measurable results.

Responsibilities

Develop and implement a customer success and CX strategy that improves customer outcomes and supports scalable GM Energy growth.
Define and Develop key customer journeys across current and future generation products, Battery Storage Leasing, V2G, installation, software, utilities, and Customer Care.
Establish and monitor KPIs including CSAT, NPS, customer effort, time to resolution, case aging, and launch readiness.
Analyze customer data and trends to identify risks, opportunities, and areas for improvement in customer experience.
Advocate for customer needs across GM, influencing Product, Software, Sales, Installation, Leasing Partner, Utilities, Legal, Finance, Quality, and technology partners.
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 customer experience across the lifecycle, from onboarding and installation through activation, long-term ownership, care, and aftersales, including current product sustainment and transition to future products.
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.
Partner with Product, Software, Quality, and suppliers to incorporate customer and Care requirements into product roadmaps, stage gates, and launch readiness.
Work with Marketing to develop customer success stories, case studies, and enablement materials.
Lead CX transformation and platform readiness, including VOC/CSAT, CRM/OneCRM, telephony, dashboards, self-service, and AI-enabled support.