Strategic Account Manager

About Impel

We're harnessing the power of AI to transform automotive retailing, one of the largest segments of the global economy, and we've become one of the largest vertical AI companies in the world. Our industry-leading Automotive AI Operating System helps retailers and OEMs unify the entire customer journey--fueling faster decisions, deeper connections, and measurable impact at every step along the way. To date, we've delivered 34 billion shopper interactions, influencing more than $8 billion in Sales and Service revenue across 51 countries. To learn more about Impel, visit impel.ai.

Our Values

Relationships - At the heart of everything we do are the connections we build with customers, colleagues, and communities--rooted in trust, and strengthened through collaboration.

Results - We believe every innovation should be purposeful, every challenge met with strategy, and every outcome drives lasting measurable success.

Inventiveness - We don't just adapt to change; we embrace an entrepreneurial spirit that inspires us to take bold action--pushing boundaries and constantly reimagining what's possible at every turn.

Grit - We have a relentless drive to push forward, overcome obstacles, and seek out new ideas with ambition, energy, and passion--no matter what roadblocks we may encounter.

Job Summary And Responsibilities

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