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Dedicated Customer Success Manager

2 months ago

Detroit, United States Gusto Full time
About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About Dedicated Customer Success

The Dedicated Customer Success team focuses on supporting our current customers as their businesses grow and their needs change. We do this through cultivating an ongoing professional relationship and proactive outreach to our customers during key moments in their lifecycle to drive more feature adoption (EVI) and extend the customer tenure and lifetime value with Gusto. Like a private business banker, you will be the go-to advisor for our clients to help them sustain growth through optimal utilization of the Gusto People Platform.

We are looking for a Dedicated Customer Success Manager to join our Customer Success team at Gusto. You will work to drive customer education and EVI, maintain customer satisfaction, and increase retention with our largest and fastest growing customers. You will be part of our founding team that will grow into a best-in-class customer success engine for our highest value customers. Together we will be at the leading edge of our efforts to increase customer love, eradicate customer pain, and create a holistic, integrated customer journey. Our customers' success is Gusto's success.

Here's what you'll do day-to-day:
  • Management of 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 customers, 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 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.
Here's what we're looking for:
  • 2-4 years experience in high-volume customer facing roles (Customer Care, Customer Success, Account Manager, Sales Development Representative), preferably in the tech industry.
  • 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)
  • Resilience strongly preferred
  • Strong to advanced Sandler skills
  • Comfortable with data analysis and data storytelling

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.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to [redacted].