Manager, Account Management

Who we are At CarGurus NASDAQ CARG our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact were the largest and fastest-growing automotive marketplace and weve been profitable for over 15 years. What we do The market is evolving and we are too moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing purchase and delivery of a new one. Today tens of millions of consumers visit CarGurus.com each month and 30000 dealerships use our products. But theyre not the only ones who love CarGurus-our employees do too. We have a people-first culture that fosters kindness collaboration and innovation and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride Role overview CarGurus Canada is building a new Account Management team to create a more proactive consultative and customer-centered experience for dealer partners. The Manager Account Management will be responsible for building and leading this team from the ground up partnering with the Senior Director of Canada to build the operating model hiring and developing talent and driving strong retention adoption and growth outcomes across the Canadian dealer base. This leader will oversee Account Managers supporting high-volume and lower-complexity accounts all the way to growth-oriented single rooftops and multi-store groups and strategic national and multi-rooftop partnerships. The manager will ensure that each segment receives the right level of engagement analysis coaching and commercial support while creating clear alignment across Account Management Account Executives Dealer Relations and Canada sales leaders. The ideal candidate is an experienced people leader and builder who is comfortable making decisions in an evolving environment while working heavily with their peers. They bring a strong point of view extensive hiring experience sound judgment test new approaches and continuously improve the team and its processes. What youll do Build and lead the Canada Account Management function Support the build out of the Account Management team supporting creation of roles responsibilities service expectations and rules of engagement between Account Managers Account Executives with the Senior Director of Canada and supporting team leaders. Create scalable processes for account planning customer engagement performance reviews churn mitigation opportunity generation and Salesforce documentation. Make thoughtful timely decisions about team structure prioritization resource allocation and customer coverage as the business evolves. Hire coach and develop a high-performing team Bring extensive hiring experience and a demonstrated ability to identify attract and select strong talent across different levels of Account Management. Build a team culture grounded in customer centricity accountability collaboration continuous learning and high standards. Establish clear expectations and development plans for Account Managers at every level. Coach team members through regular one-on-ones call and account-plan reviews performance feedback and career conversations. Provide direct timely and actionable feedback while recognizing strong performance and addressing performance gaps fairly and consistently. Drive customer and business outcomes Lead the team in owning dealer success product adoption retention and growth throughout the customer lifecycle. Lead Account Managers to deliver the right level of engagement across dealer segments-from efficient proactive high-volume coverage and churn mitigation to consultative partnerships that demonstrate CarGurus ROI and drive adoption and expansion to strategic insight-led engagement for high-value and complex dealership groups through executive relationships performance reviews success plans and proactive save motions. Communicate team performance and KPIs using relevant data to identify risk measure impact improve coverage guide decisions and balance customer outcomes engagement quality retention and growth. Encourage partnership with Account Executives to identify and qualify cross-sell upsell renewal and revenue-recapture opportunities. Support the team navigate complex churn conversations cancellations contract questions escalations billing issues technical issues and product adoption challenges. Build strong working relationships with cross functional teams to resolve issues and improve the dealer experience. What youll bring A minimum of 2 years of experience leading coaching and developing a customer-facing sales account management customer success or client services team. Extensive experience hiring and building teams evaluating talent making hiring decisions and onboarding new employees. A track record of improving retention customer engagement adoption expansion or other measurable customer and business outcomes. The ability to coach across a range of account segments from high-volume transactional coverage to complex executive-level partnerships. Excellent communication presentation and stakeholder-management skills. A willingness to evolve experiment receive feedback provide feedback and change course when the evidence supports a better approach. The ability to work collaboratively with the Director of Canada and existing Canada leaders while also taking ownership and moving work forward independently. Strong organizational skills attention to detail and ability to manage multiple priorities in a fast-paced environment. The displayed range represents the expected annual base salary On-Target Earnings OTE for this position. On-Target Earnings OTE is inclusive of base salary and on-target commission earnings which applies exclusively to sales roles. Individual pay within this range is determined by work location and other factors such as job-related skills experience and relevant education or training. This annual base salary forms part of a comprehensive Total Rewards Package. In addition to benefits this role may qualify for discretionary bonusesincentives and Restricted Stock Units RSUs. Position Pay Range 136000 - 170000 USD Working at CarGurus We reward our Gurus curiosity and passion with best-in-class benefits and compensation including equity for all employees both when they start and as they continue to grow with us. Our career development and corporate giving programs as well as our employee resource groups ERGs and communities help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch a new car discount meditation and fitness apps commuting cost coverage and more help our people create space for what matters most in their personal and professional lives. CarGurus may require in-person interviews as part of our hiring process particularly for positions based in our Boston and Dublin offices. Candidates selected for an in-person interview will be notified in advance. Please be aware that travel expenses are the responsibility of the candidate. We welcome all CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not discriminate based on race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity or sexual orientation. We foster an inclusive environment that values people for their skills experiences and unique perspectives. Thats why we hope youll apply even if you dont check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. LI-Hybrid