Subscriber Growth Manager, OnStar Services

The Role

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.

Why This Role Matters

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.

What You’ll Do

• 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

What Success Looks Like

• Churn is reduced through smarter segmentation, structural interventions, and more effective save strategies
• Renewal performance improves through clearer targeting, stronger offers, and channel specificity
• Winback becomes a more systematic and scalable growth lever
• Retention and renewal priorities are translated into channel actions and measurable business outcomes
• High-priority issues impacting the subscriber base are identified quickly, escalated appropriately, and driven to resolution with clear ownership and measurable business recovery

Your Skills & Abilities (Required Qualifications)

• 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

What Can Give You a Competitive Advantage (Preferred Qualifications)

• 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

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 $140,100-$186,700. Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

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.

NO RELOCATION

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 <25% for this role. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate. This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

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Benefits Overview

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Key skills/competency

• Subscriber Growth Management
• Retention Strategy
• Churn Mitigation
• Renewal Performance
• Winback Strategy
• Customer Lifetime Value
• Data Analysis
• Cross-functional Collaboration
• Business Operations
• Subscription Models