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!

CarOffer fully 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

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U.S. Voluntary Demographic Questions

Here at CarGurus, we are serious about our dedication to building a diverse workplace, where our employees can bring their best selves to work in order to learn, thrive, and do great things together. In recent years, we’ve doubled down on our commitments to ensuring we are a values-driven culture supported by strong individuals and leaders. This commitment extends to hiring, where we have set high standards for ourselves to run a positive and inclusive process.

To help us recruit and hire in a way that is respectful of all candidates, we invite you to anonymously self-identify about gender, sexual orientation, race/ethnicity, veteran status, and disabilities. Any information provided is completely voluntary, anonymous, and analyzed in aggregate by a small group on our People & Talent team.

If you prefer not to answer, that’s fine. However, we hope that you will choose to answer so we can gather as much data as possible, and use it to continue making CarGurus a vibrant, diverse, and special place to work.

The legal stuff: We’re committed to providing equal opportunity in employment on the basis of individual merit and personal qualifications to all employees and applicants for employment, regardless of race, color, religion, religious creed, ethnicity, national origin, ancestry, citizenship, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, physical or mental disability (handicap), medical condition, protected medical leaves, genetic information, military or covered-veteran status, marital status, height, weight, certain criminal records, or any other classification protected by applicable federal, state or local law.

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