Manager, Dedicated Customer Success

Summary

Join Gusto's Customer Success team as a leader/manager, empowering a growing team of Dedicated Customer Success Managers (DCSMs). You will drive customer loyalty through proactive outreach, improve team workflows for efficiency, and analyze data to enhance outcomes. Responsibilities include coaching, developing hypotheses, designing processes, and reporting on team performance. The ideal candidate possesses 3-5 years of team leadership experience in a relevant field, expertise in hiring and development, strong analytical and communication skills, and experience with CRM (Salesforce preferred). Gusto offers a competitive salary range ($135,000-$165,000 OTE in Denver and most remote locations), and the opportunity to work in a fast-paced, high-growth environment. The role may involve a hybrid work model depending on location.

Requirements

• 3-5 years experience leading a team in customer success, account management, sales, or a similar field
• Experience in hiring, training, and developing a high-performing team of customer success professionals
• Passionate about our customers and helping small business owners thrive
• Analytic and strategic thinker with the ability to translate data into insights and actions
• Navigate and manage change with grace and agility for themselves and their team
• Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers
• The ability to effectively influence and communicate cross-functionally
• Success working in a fast-paced, high-growth environment, preferably in SaaS or technology
• Strong communication skills, both written and verbal, in order to effectively communicate client desires to the development team
• Excellent customer service skills. Strong experience with successful service recovery

Responsibilities

• Inspire your team to do the best work of their lives on a daily basis
• Coach, motivate, and empower the team to meet and exceed monthly and quarterly targets by providing ongoing feedback with an emphasis on critical thinking and high quality decision-making
• Develop and test hypotheses around how to create loyalty through proactive outreach to our customers during critical moments in the customer journey
• Design and implement new processes, systems and initiatives to drive team productivity and goals
• Analyze and iterate on our internal processes to make them simple and more efficient
• Design, manage, and report on dashboards that track impact, opportunities, growth, and productivity with the leadership team
• Use data to identify and implement initiatives that will drive better outcomes for our team and customers on a quarterly basis
• Empower team members with a focus on personal and professional development while managing Gusto business needs
• Work cross functionally to identify and implement initiatives to help scale the business
• Help grow the team by recruiting and training new team members

Preferred Qualifications

Experience with CRM, preferably Salesforce, and/or a Customer Success platform is a plus

Benefits

• Our cash compensation range for this role is $135,000 to $165,000 OTE in Denver, and most remote locations
• Remote locations will vary based on our geographical pay approach
• 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)
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required