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 CarGurus.com 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!
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CarOfferfully became part of the CarGurus (NASDAQ: CARG) family in 2023, and is an industry leader in the digital wholesale marketplace. We are automating a dealer's ability to buy, sell, and trade cars. By bringing these two companies together, we are giving consumers and dealers alike the power to reach their destination through a full suite of digital transaction platforms. With ~14,000 dealerships in the CarOffer network, we make it easy for our dealer customers to automate inventory, connect with the right buyers, and ultimately grow their profitability.
This is a hybrid position based out of our Addison, TX office.
Role overview
As the Sr. Manager, Customer Success, you will play a pivotal role in driving customer satisfaction, loyalty, and retention. You will lead a team responsible for managing and enhancing the overall customer experience, including integration, dealer success, and customer support, while ensuring that our clients derive maximum value from our products and services.
What you'll do
- Manage a team of Managers and Individual Contributors and lead by example
- Holds self and others accountable for achieving results, following processes, and delivering high standards of accuracy and efficiency in their work
- Comfortable and proficient in the implementation of customer success processes and methodologies
- Lead strategic and operational initiatives to improve Customer Success team metrics such as NPS
- Occasional spot coaching, as well as more formal organized sessions in the interest of upscaling members of the team on a professional and personal basis.
- Sets an example for using all types of success engagements in a way that strengthens the relationship and perceived value for the customer
- Work cross-functionally while effectively communicating, formally and informally, with other departments to communicate the needs of CarOffer customers and product requirements
- Commitment to servicing our customers with a sensitivity to both the time impact of our support and their operational hours; which may include some extended or later hours, weekends, and holidays
- Assist team members in helping to resolve escalated and sophisticated customer issues
- Be an analytical thought leader who uses data, and specifically CRM reporting (Hubspot), to provide your team with helpful insights and process improvements
- Review individuals' work, listen to calls, and engage your team members to ensure great customer experience and a culture of continuous improvement in how we support our customers and dealer partners
- Conduct regular 1-1's with team members to provide feedback and coaching on an ongoing basis
- Work with manager and product authorities to ensure we are aware of integration priorities, service changes and delivering up to date processes and support
What you'll bring
- 5+ year of customer success experience or equivalent experience
- Comfortable with change, and adaptable to the needs of our organization
- Team-first mindset, with ability to juggle multiple responsibilities while overachieving
- Consistent track record of decisiveness and accountability in previous roles
- Proven approach of providing servant leadership through emotional intelligence and confidence
- Creates a positive and engaged work environment by building trust and empowering and motivating team members
- Willingness to have difficult conversations both internally and externally
- Demonstrated superior customer success skills and tried thoroughness of work
- A proven clear, professional, and informative communication style
- Strong cross-functional communicator, working effectively with all parts of the organization
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 also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid