Customer Success Manager

Summary

Join Gusto's Dedicated Customer Success team as a Customer Success Manager and help our largest and fastest-growing customers thrive. You will manage a portfolio of Premium customers, proactively educate them on Gusto's features, build strong relationships, and provide strategic recommendations based on data analysis. This founding team member will play a key role in shaping Gusto's customer success engine. You'll leverage your expertise in Sandler Selling and deep Gusto product knowledge to drive customer adoption and satisfaction. Your insights will inform sales processes, product roadmaps, and help make Gusto the product of our customers' dreams. The role offers a competitive salary and the opportunity to work remotely.

Requirements

• 2-4 years experience in high-volume customer facing roles (Customer Care, Customer Success, Account Manager, Sales Development Representative), preferably in the tech industry and/or cannabis
• Passionate about helping small business owners achieve more success through empathetic and consultative conversations
• Comfort with ambiguity and willingness to experiment as we continue to build this team
• Exceptional communication skills with the ability to explain complex topics like payroll and R&D tax credits in an easy-to-understand way
• Analytic and strategic thinker with the ability to translate individual conversations into themes and recommendations
• Energized by learning new skills to do the best work of your life
• Proficient in Gusto tools & systems (SFDC, Panda, GSuite)

Responsibilities

• Manage a book of business for our Premium customers during their lifecycle and moments that matter on Gusto
• Proactively educate and introduce features and apps to customers to drive product usage and overall “stickiness.”
• Build professional and psychological trust with our Premium customers by engaging regularly and being an expert about their business leverages Gusto
• Own your bias to drive strategic and intentional recommendations to our clients, matching their business and people growth with our capabilities
• Lean into data to measure business insights, product feedback, market research
• Measure - we collect business insights, product feedback, marketing research with our content rich touchpoints with clients. We methodically collect, organize, and report on our findings to our cross-functional partners at Gusto
• Support navigation - helping our clients navigate Gusto’s CX organization
• Use your deep Gusto product knowledge and Sandler Selling skills to help our current customers adopt the features they need to support their business needs
• Gather and share insights from your touchpoints from cross functional Gusto partners. They rely on our data gathering to make decisions on product roadmaps
• Represent the voice of the customer! You will fuel the feedback engine to inform our sales processes, our product roadmap, and help shape Gusto to be the product of our customers’ dreams

Preferred Qualifications

• Resilience
• Strong to advanced Sandler skills
• Comfortable with data analysis and data storytelling

Benefits

• Our cash compensation range for this role is $91,000 to $112,000 OTE in Denver, and most remote locations.. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above
• Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required