Account Manager (Automotive SaaS)

CarNow • Troy, NY

9h

About The Position

Account Manager The Account Manager (AM) plays a pivotal role in CarNow's growth strategy by managing and supporting a portfolio of automotive dealership accounts through a consultative, relationship-driven approach. This role focuses on customer loyalty, product adoption, retention, ROI optimization, and long-term client partnerships. The AM proactively analyzes account performance, identifies opportunities for improvement, and collaborates with internal stakeholders to ensure customer success and satisfaction.

Requirements

• Proven experience in automotive sales, account management, or customer success, preferably supporting digital retailing or SaaS solutions
• High School Diploma or equivalent required (Bachelor's degree preferred)
• Strong understanding of chat tools, digital retailing platforms, and dealership operations
• Excellent communication, presentation, and relationship-building skills
• Ability to work independently in a field-based role while collaborating effectively with cross-functional teams
• Results-oriented mindset with a strong focus on customer retention and account growth
• Willingness to travel up to 75% monthly within the assigned region, including overnight travel
• Experience using CRM platforms for account and activity management

Responsibilities

• Provide in-person account management for a designated book of business consisting of approximately 75–120 automotive dealership accounts
• Participate in onboarding and pre-launch consultation calls alongside the Implementation team to ensure a smooth and effective customer handoff
• Conduct pre-launch audits using HubSpot playbooks to validate configurations, integrations, and launch readiness
• Schedule and lead in-person launch meetings and product training sessions with dealership decision-makers and end users; virtual sessions conducted as needed
• Deliver ongoing and refresher training for new dealership personnel to support adoption and continued success
• Achieve monthly retention goals by maintaining high levels of customer satisfaction, engagement, and loyalty
• Follow the established cancellation and churn-prevention process, including contacting cancellations within 24 business hours and documenting save plans in HubSpot CRM
• Complete proactive dealer touchpoints on a 45-day cadence via phone, email, or text to provide support and identify opportunities
• Deliver comprehensive account reviews every 90 days, including product usage metrics, ROI analysis, user engagement, optimization opportunities, and marketing recommendations
• Perform backend configuration updates and provide technical support, ensuring all platform settings function correctly and meet SLA timelines
• Provide best practices and product recommendations to maximize dealer ROI and user engagement
• Test and confirm connectivity with third-party vendors and integrations, including inventory providers, website platforms, and integration partners
• Collaborate closely with internal Sales, Implementation, and Support teams on new opportunities, upsells, dealer changes, and personnel updates
• Accurately log and document all account activity and communication in HubSpot CRM, including calls, emails, meetings, and text messages
• Actively participate in continued education, LMS training, and product enablement sessions
• Regularly review KPI dashboards to ensure performance goals and service expectations are met
• Support special projects related to the assigned book of business as requested

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED