We’re looking for an Strategic Account Manager to manage a high-volume portfolio of smaller accounts within our FordDirect and Lithia programs in the Northeast territory (NY/NJ). This is a hybrid Sales + Customer Success role focused on driving retention, increasing product adoption, and uncovering expansion opportunities primarily through remote engagement.
You’ll work closely with dealership partners, helping them get the most out of Impel while ensuring consistent performance across your book of business.
Manage a High-Volume Book of Business
Own a portfolio of FordDirect and Lithia accounts with a focus on retention and growth
Drive retention across your book of business
Prioritize and manage outreach across a large number of accounts
Drive Adoption & Customer Success
Ensure clients are fully utilizing Impel’s platform and features
Conduct onboarding, training, and ongoing check-ins (primarily virtual)
Proactively identify risks and address performance gaps
Sales & Expansion Focus
Identify upsell and cross-sell opportunities within existing accounts
Partner with Sales when needed to close expansion opportunities
Contribute to customer references and success stories
Execute High-Activity Outreach
Maintain strong daily activity (calls, emails, virtual meetings)
Run efficient, value-driven customer interactions at scale
Balance reactive support with proactive account engagement
Cross-Functional Collaboration
Partner with internal teams to support client needs and escalations
Share customer insights to inform product and marketing initiatives
Operational Excellence
Track all activity and account health in Salesforce
Stay organized and effectively manage a fast-paced, high-volume workload
Other
Maintains confidentiality of work-related issues, records, and company information.
Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.
Qualifications
3 or more years of experience in customer success, account management, or inside sales
Comfortable managing a high-volume book of business
Proven ability to retain and grow smaller accounts at scale
Strong communication skills (phone, email, virtual meetings)
Ability to operate in a hybrid Sales + CS role
Highly organized with strong time management and prioritization skills
Comfortable working in a metrics-driven, high-activity environment
Perferred
Experience in automotive, FordDirect, Lithia, digital marketing, or SaaS
Familiarity with Salesforce and Google Analytics
