Manager, Field Account Management



Sales & Business Development
Cambridge, MA, USA
Posted on Saturday, August 26, 2023

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, we’re the largest and fastest-growing automotive marketplace, and we’ve 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 each month, and ~30,000 dealerships use our products. But they're 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

As a leader on the FAM team, the role will be responsible for overseeing a team of individual contributors and supporting their success across all responsibilities. Our customer base is comprised of our largest and most complex clients, and this individual will need to be an effective coach in customer relationship management, effective communication, client strategy, and customer retention/retention forecasting. This role will require somebody who can hold their team accountable to expected inputs and KPIs, align the "why" of ICs to that of the business, and support the development of their team members professionally, and the broader team as a value-center for the organization.

What you'll do

  • Oversee team CGR attainment (support IC discovery efforts and ensure high levels of customer retention)
  • Maintain weekly 1x1s with team members to discuss customer issues, opportunities, RSD collaboration, account planning and projects
  • Own roll-up churn forecasting for team, including detailed progress reporting on any large-ticket churn items
  • Be an active presence on the floor (or digital floor) maintaining a positive attitude, motivation and a driving force behind the team’s overall success
  • Monitor specific KPI metrics and salesforce maintenance of team and broader Metro organization

What you'll bring

  • Thought leadership – organically viewed as a thought leader within the team, and openly contributes to team discussions and decisions
  • Capable of owning projects through data management, expectation setting, and accountability
  • Time management – able to take on TL responsibilities without negatively impacting individual contributor expectations
  • Delivers feedback well, proven ability to speak in front of groups
  • Consistently delivers information both upwards and to direct reports to promote and communicate team and individual performance, pacing, and initiatives

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.

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. That’s why we hope you’ll apply even if you don’t check every box listed in the job description. We want to know what only you can bring to CarGurus.