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Customer Success Manager
1 month ago
Gusto is a cutting-edge, cloud-based platform that empowers small businesses to thrive. Our comprehensive suite of tools includes payroll, health insurance, 401(k)s, expert HR, and team management solutions. With a presence in Denver, San Francisco, and New York, we serve over 300,000 businesses nationwide.
Our MissionWe're dedicated to creating a world where work enhances life. To achieve this, we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.
About Customer SuccessThe Customer Success team is responsible for supporting our existing customers as they grow and evolve. We achieve this through proactive outreach, driving customer education, feature adoption, and integrations with our partners. Our goal is to maintain customer satisfaction and increase retention.
Key Responsibilities- Proactive outreach to customers through outbound calls and email communication, focusing on key moments in their lifecycle.
- Utilize deep product knowledge and Sandler skills to help customers adopt features that support their business needs.
- Gather and share insights from customer interactions, identifying themes and areas for improvement.
- Represent the voice of the customer, fueling feedback that informs our sales processes, product roadmap, and company strategy.
- Collaborate with cross-functional stakeholders to educate and compel action.
- 2-4 years of experience in high-volume customer-facing roles, preferably in the tech industry.
- Outbound calling experience is highly preferred.
- Passion for helping small business owners achieve 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 in an easy-to-understand manner.
- Analytic and strategic thinker, able to translate individual conversations into themes and recommendations.
- Energized by learning new skills to deliver exceptional results.
- Experience with Salesforce is preferred.
We offer competitive compensation packages with a strong emphasis on equity-based compensation. Our cash compensation range for this role is $68,000 to $85,000 OTE, with an 80/20 split between base salary and variable target. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise.
Work EnvironmentGusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in these locations will be expected to work from the office on designated days. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Equal Opportunity EmployerGusto is proud to be an equal opportunity employer, committed to providing a workplace that is inclusive and respectful. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity, or other applicable legally protected characteristic.
