Subscriber Growth Manager, OnStar Services

General Motors•Mountain View, CA

2d•$140,100 - $186,700•Remote

About The Position

The Subscriber Growth Manager, OnStar Services will own the health and economics of the existing OnStar subscriber base in the US and Canada. This role sits at the center of our post-acquisition monetization strategy and is accountable for reducing churn, improving renewal performance, increasing save and winback effectiveness, and growing subscriber lifetime value. This is a business operator role for the existing subscriber base, not a traditional customer support role and not a narrow lifecycle marketing role. This leader will use customer centric data to identify and cross-functional execution to resolve leakage points in the subscriber journey, bring retention strategies to market, and step in quickly when customer-impacting issues threaten retention, renewal, or subscriber health. This role partners closely across Monetization, CRM, Product, Product Marketing, Analytics, Dealer, Advisor, eCommerce, and Operations. It does not own onboarding or adoption; those responsibilities sit in adjacent roles and will be important partnership interfaces. OnStar’s long-term growth depends not only on acquisition, but on how effectively we retain, renew, and grow value from the customer base over time. This role will be a key leader continuously building that capability, turning post-acquisition customer success into a durable driver of profitable growth.

Requirements

Bachelor’s degree in Business or a related field required
7+ years of overall experience
5+ years of experience in subscription, retention, lifecycle, customer success, revenue operations, or digital commerce
Strong understanding of recurring revenue business models and the drivers of churn, renewal, winback, and lifetime value
Demonstrated ability to use data and customer insight to shape strategy and improve business performance
Experience leading complex cross-functional work across commercial, marketing, product, analytics, and operations partners
Strong executive communication skills, including the ability to translate complex analysis into clear business recommendations
Proven ability to balance strategic thinking with day-to-day operating rigor and execution
Experience leading through ambiguity and resolving urgent cross-functional business issues in a fast-moving, matrixed environment
Strong judgment, prioritization, and ownership mindset
This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

Nice To Haves

Experience in subscription, software, connected services, telecom, automotive, consumer technology, or other recurring-revenue businesses
Experience with CRM and lifecycle channels such as email, push, in-app, call center, advisor, dealer, or eCommerce
Experience with experimentation, offer strategy, customer segmentation, and cohort analysis
Experience operating in highly matrixed organizations with shared channel teams and multiple stakeholder groups
Familiarity with retention metrics such as churn, save rate, renewal conversion, reactivation, and lifetime value

Responsibilities

Own the retention and renewal strategy for OnStar’s subscriber base across churn mitigation, renewal, winback, save strategy, and rejector management
Lead the team and operating rhythm for retention and base monetization performance, with accountability for subscriber health, retention, and revenue metrics
Identify the highest-impact moments of customer leakage and develop targeted interventions to improve retention, tenure, and lifetime value
Translate customer, performance, and cohort-level insights into commercial actions across CRM, Advisor, Dealer, eCommerce, and other market-facing surfaces
Partner with Analytics, Finance, Product, and Product Marketing to understand churn drivers, shape differentiated retention strategies, and reflect customer pain points in roadmap and go-to-market decisions
Drive a test-and-learn approach to retention, renewal, save, and winback motions, with rigor around hypothesis development, measurement, and scaling what works
Lead cross-functional prioritization and commercialization of retention initiatives across shared channels, while acting as the business DRI for urgent in-market issues affecting retention, renewal, churn, or customer-base economics
Lead performance management for the customer success portfolio and manage and develop a team focused on key lifecycle motions such as churn, winback, renewal, and rejector management