Manager, Account Management

CarGurus•Boston, MA

19h•$136,000 - $170,000•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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 KPI’s, 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.