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GM Energy, Head of Customer Success
Career Insights for Customer Success Manager
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Based on Kansas data
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What they do
A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
$102,839 / year median in Kansas
+5% projected growth
Job Description
Remote/Hybrid GM Global Technical Center
- 7000 Bldg Austin Technical Center
- Austin Technical Center Mountain View Technical Center
- Mountain View Technical Center Work From Home
- United States Full time
JR-202618951
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.
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