General Motors

GM Energy, Head of Customer Success

General Motors • $160K — $246K *
Austin, TX 78745In-Person
Energy & Utilities
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree
  • 7+ years in Customer Success, Customer Experience, or related leadership roles
  • Proven track record in executing customer success strategies
  • 5+ years of leadership and team-building experience
  • Exceptional communication skills with influence across all levels
  • Data-driven mindset using CRM and analytics tools

Responsibilities

  • Develop and implement customer success and CX strategies
  • Define key customer journeys for current and future products
  • Establish and monitor KPIs related to customer experience
  • Analyze trends to identify opportunities for improvement
  • Advocate for customer needs across the organization
  • Build and mentor a high-performing team
  • Oversee customer experience lifecycle from onboarding to aftersales

Benefits

  • Comprehensive health and wellbeing programs including medical, dental, and vision coverage
  • Retirement savings plan with company contributions
  • Tuition assistance for ongoing education
  • Employee assistance program for personal support
  • GM vehicle discounts for employees
  • Flexible work environment with remote options
Full Job Description
Job Description

The Role:

We are 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.

Hybrid/Remote: 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}.

What You'll Do:
  • 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.

Your Skills & Abilities (Required Qualifications):
  • 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.


What Can Give You a Competitive Advantage (Preferred Qualifications)
  • 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.


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 actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.
• The salary range for this role is $160900-$246,500. The actual base salary a successful candidate will be offered within this 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.
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).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}.The selected candidate will be required to travel on a regular basis (25-50%) for this role.This job may be eligible for relocation benefits.This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

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Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Manufacturing & Automotive
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ
GM
* Ladders Estimates

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