Manager, Account Management

Role overview

The Manager of Account Management leads a growing team that includes both individual contributors and a frontline people leader (Associate Manager). This role is responsible for elevating team performance, developing talent at multiple layers, and driving meaningful business outcomes tied to onboarding success, Dealer Engagement, churn mitigation, and Net Dollar Retention.

You’ll set the tone for a high-performing, data-driven, and collaborative culture, one anchored in clarity, accountability, and growth. As a Manager, you serve as the strategic engine behind your organization: diagnosing what’s working, fixing what’s not, and helping your people thrive.

This role blends strategic leadership, hands-on IC-style impact, and cross-functional influence. You’ll coach your Associate Manager on how to lead effectively, while also stepping into complex accounts or situations to model excellence and accelerate results. The Manager role is central to how we scale, improve, and deliver a world-class experience to our dealers.

What you'll do

Lead the Organization

• Manage a team of Account Managers and an Associate Manager, developing leaders and ICs simultaneously.
• Build a culture that’s accountable, transparent, inclusive, and high-performing.
• Deliver clear expectations, consistent coaching, and honest feedback that drives growth.
• Hold the team and your people leader to high standards of execution and impact.

Drive Business Results

• Set and reinforce KPIs tied to onboarding health, engagement, churn mitigation, and NDR performance.
• Use data to identify trends, issues, and opportunities; act decisively to address them.
• Step into strategic or high-risk accounts to stabilize, unblock, or model best-in-class consultative skills.
• Ensure the team moves quickly, adapts to change, and focuses on outcomes, not activity.

Develop Talent at Multiple Levels

• Coach Account Managers weekly through structured 1:1s and development plans.
• Guide your Associate Manager on leadership behaviors, performance management, and team alignment.
• Build a long-term talent pipeline by identifying high-potential AMs and preparing them for their next role.
• Create opportunities for stretch work, exposure, and skill acceleration.

Be a Strategic Partner

• Help the team build proactive account strategies that drive retention and growth.
• Translate data into insights and clear, actionable direction for the team.
• Provide strategic oversight on book segmentation, coverage planning, and dealer health.

Champion the Dealer Experience

• Ensure dealers receive consistent, high-quality support that builds trust and enhances long-term value.
• Act as a senior escalation point for complex or high-visibility accounts.
• Advocate for dealer needs internally and influence cross-functional partners to solve root causes.

Collaborate Across the Business

• Partner closely with Sales, Product, Support, Marketing, and Operations to eliminate friction and improve dealer outcomes.
• Surface operational gaps and influence process improvements that strengthen AM workflows and NDR.
• Represent the AM organization’s needs and insights in cross-functional conversations.

What you'll bring

• 4–6+ years of Account Management, Customer Success, or consulting experience
• Proven leadership experience managing people, including developing leaders or senior ICs
• Strong communicator with a bias for clarity, simplicity, and action
• Data-driven operator with the ability to diagnose problems and drive decisions
• Track record of achieving results through others, not just personal execution
• Comfortable in a fast-moving, evolving environment that demands adaptability