Manager, Account Management

About Us

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. We’re the largest and fastest-growing automotive marketplace, profitable for over 15 years.

The market is evolving, and we are too, moving the entire automotive journey online and guiding customers through every step—from selling an old car to financing, purchasing, and delivering a new one. Tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. Our people-first culture fosters kindness, collaboration, and innovation, empowering employees with tools to fuel career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives—come join us for the ride!

About the Role

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 build and lead this team from the ground up, partnering with the Senior Director of Canada to establish the operating model, hire and develop talent, and drive strong retention, adoption, and growth outcomes across the Canadian dealer base.

This leader will oversee Account Managers supporting high-volume and lower-complexity accounts, growth-oriented single rooftops, multi-store groups, and strategic national partnerships. The manager will ensure each segment receives the right level of engagement, analysis, coaching, and commercial support while aligning across Account Management, Account Executives, Dealer Relations, and Canada sales leaders.

The ideal candidate is an experienced people leader and builder comfortable making decisions in an evolving environment. They bring a strong point of view, extensive hiring experience, sound judgment, and a commitment to testing new approaches and improving processes.

Responsibilities

• Build and lead the Canada Account Management function:
  • Support the creation of roles, responsibilities, and service expectations for the Account Management team, defining rules of engagement between Account Managers and Account Executives.
  • Develop scalable processes for account planning, customer engagement, performance reviews, churn mitigation, opportunity generation, and Salesforce documentation.
  • Make timely decisions about team structure, prioritization, resource allocation, and customer coverage as the business evolves.
• Hire, coach, and develop a high-performing team:
  • Leverage extensive hiring experience to identify, attract, and select strong talent across all levels of Account Management.
  • Foster 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.
  • Provide coaching through regular one-on-ones, call and account-plan reviews, performance feedback, and career conversations.
  • Deliver direct, timely, and actionable feedback while recognizing strong performance and addressing gaps fairly.
• Drive customer and business outcomes:
  • Lead the team in owning dealer success, product adoption, retention, and growth throughout the customer lifecycle.
  • Ensure Account Managers deliver the right level of engagement across dealer segments—from high-volume coverage and churn mitigation to consultative partnerships driving adoption and expansion, to strategic engagement for high-value and complex dealership groups.
  • Communicate team performance and KPIs, using data to identify risk, measure impact, improve coverage, and balance customer outcomes.
  • Partner with Account Executives to identify cross-sell, upsell, renewal, and revenue-recapture opportunities.
  • Support the team in navigating complex churn conversations, cancellations, contract questions, escalations, billing issues, technical challenges, and product adoption.
  • Build strong working relationships with cross-functional teams to resolve issues and improve the dealer experience.

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.
• 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.
• Willingness to evolve, experiment, receive and provide feedback, and change course when evidence supports a better approach.
• Ability to work collaboratively with leadership while taking ownership and driving work independently.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

Pay

The expected annual base salary / On-Target Earnings (OTE) for this position ranges from $136,000—$170,000 USD. On-Target Earnings (OTE) includes base salary and on-target commission (for sales roles). Individual pay is determined by work location and factors such as job-related skills, experience, and relevant education or training.

Benefits

• Best-in-class compensation, including equity for all employees upon hiring and as they grow.
• Career development programs and corporate giving initiatives.
• Employee resource groups (ERGs) and communities for connection and impact.
• Flexible hybrid work model and robust time-off policies for work-life balance.
• Daily free lunch, new car discount, meditation and fitness apps, and commuting cost coverage.
• Discretionary bonuses/incentives and Restricted Stock Units (RSUs) for eligible roles.