General Motors

BrightDrop - Customer Success Director

General Motors

July 21, 2021

About GM
There’s never been a more exciting time to work for General Motors.
To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won’t happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.
Why Work for Us
Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.
Job Description
The all-new BrightDrop team is growing, and we are seeking technical, innovative, problem solvers – to learn more about how we’re building smarter ways to deliver goods and services please go to
The world has changed, and we need your help to change it for the better! The BrightDrop team is tasked with developing and commercializing solutions to the world’s mobility challenges. We invite you to join us in building a future with Zero Crashes, Zero Emissions and Zero Congestion.
The BrightDrop team is seeking customer-focused, agile team members who have a passion for innovation! Individuals will work collaboratively in agile teams to create concepts and start new ventures that solve personal and commercial mobility challenges.
Access to advanced technologies and the autonomy to challenge convention creates an exciting, fast-paced environment often associated with Silicon Valley startups. This is a unique opportunity to innovate and scale solutions that address the world’s mobility challenges. We seek experienced individuals ready to rise to the challenge!
The Customer Success Director will have overall responsibility for the successful deployment of BrightDrop software, ongoing customer referenceabilty and business relationship. The Customer Success Director will build, manage, direct and lead a team of project managers and customer success managers to meet the overall revenue goals of BrightDrop. The Customer Success team plays a critical role in ensuring our customers are getting expected outcomes, will speak publicly about BrightDrop. Additionally, the Customer Success team will measure and document the success of customers and ensure the entire communication of such results, as well as needed actions, to the BrightDrop organization. This role will also collaborate with Sales, Marketing, Product, Finance and Operations to ensure focused actions are executed to support BrightDrop customer goals. The Global Account Director will report to the Vice President, Client Solutions. This position will report to the Chief Revenue Officer and have global responsibility.
Responsibilities include:
  • Recruit, Hire and Develop a project management team to configure, deploy and train customers on BrightDrop software platform.
  • Recruit, Hire and Develop customer success managers to ensure 100% customer satisfaction with BrightDrop platform.
  • Develop and implement customer success KPIs with a focus on 100% customer satisfaction.
  • Perform Quarterly Business Reviews (QBRs) with all BrightDrop customers.
  • Customer advocate within BrightDrop.
  • Form and run the Customer Advisor Board (at appropriate time).
  • Work closely with Sales team to identify upsell opportunities within customer base.
  • Oversees client orders to ensure timely and quality delivery and get sales team involved when required.
  • Knows/learns assigned account business & people in order to anticipate customer needs.
  • Collaborates cross functionally to share insights and ensure the “voice of the customer” is reflected in sales strategies, marketing, product, operational and financial decisions
  • Attends participates in industry meetings alongside customers.
  • Attends training and conferences to keep abreast of the latest developments as appropriate.
  • Works closely with teammates to support the achievement of account and enterprise objectives that are critical to the success of the business
  • Assesses opportunities for organizational success across all areas of the organization and communicating with teammates when those opportunities become apparent
  • Manage and report on “Customer Temperature” weekly report to management team to ensure proactive identification, mitigation and resolution of issues that may impact customer satisfaction.

Additional Job Description
  • 10+ years of leadership role in customer success and project management/software deployment. Preference is for global experience and handling of large, complex accounts with multiple project offerings spanning hardware, software and services.
  • Proven track record successfully achieving aggressive customer success KPIs.
  • Building strong effective and durable relationships internally and externally, with colleagues and clients, including at C-suite level
  • Self-starter with experience in start-ups and mature companies in technology solutions
  • Strong communication skills both with customers and BrightDrop internal.
  • Bachelor’s degree mandatory, Master’s degree a plus.
  • Travel required. Must be able to travel extensively.
  • Results oriented
  • Ability to thrive in a fast-paced, innovative, rapidly evolving industry and organization
  • Comfortable with ambiguity
  • Ability to work independently with little direction

Benefits Overview
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
  • Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
  • Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
  • Company and matching contributions to 401K savings plan to help you save for retirement;
  • Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
  • Tuition assistance and student loan refinancing;
  • Discount on GM vehicles for you, your family and friends.

Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.