Technical Enterprise Client Success Manager

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we're proud to support more than 400,000 small businesses across the country, and we're building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy. 

Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process. 
 
What we are looking for:

We need a technical and relationship-driven professional passionate about ensuring enterprise clients achieve exceptional outcomes with Symmetry's payroll compliance solutions. You'll own the complete post-sale journey from implementation through adoption and retention, serving as both technical advisor and client advocate. This role combines hands-on technical expertise with proactive relationship management to deliver measurable results in client satisfaction, product adoption, and retention. You'll manage an enterprise client portfolio, conduct technical assessments, lead optimization sessions, and guide clients through complex integrations alongside our Implementation Engineer. The ideal candidate leverages AI and automation to scale impact while maintaining deep client relationships that drives long-term value. This is a post-sale technical success role focused on implementation excellence, adoption, and retention. While you'll collaborate with Account Management on growth opportunities, your primary focus is ensuring clients realize maximum value from their investment.

What you'll be doing:

Client Partnership & Implementation

• Own and manage an enterprise client portfolio as primary technical advisor
• Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment
• Develop deep knowledge of each client's goals and translate them into actionable plans with measurable results
• Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment

Adoption & Value Realization

• Drive product adoption with measurable improvements in usage metrics and client health scores
• Conduct technical assessments of API implementations and lead quarterly optimization sessions
• Guide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and Support
• Educate clients on best practices to maximize value from Symmetry's solutions

Client Health & Retention

• Monitor client health scores, usage metrics, and interaction to identify risks early and implement mitigation plans
• Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence
• Support renewal readiness and risk mitigation in partnership with Account Manager

Operational Excellence

• Identify process improvements that reduce implementation time and increase team capacity
• Leverage AI tools and automation to streamline reporting, communication, and coordination
• Maintain thorough documentation in CRM and ticketing systems
• Collaborate with Sales, Product, Engineering, and Support to address issues and drive continuous improvement

Experience & Requirements:

Required Background:

• Bachelor's degree or equivalent combination of education and experience
• 5+ years in Client Success, Account Management, or Implementation Management in B2B SaaS
• Proven track record managing enterprise portfolios and guiding retention, adoption, and satisfaction
• Experience project managing complex software implementations from kickoff through go-live
• Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues
• Track record leveraging data and metrics to drive client outcomes and operational efficiency
• Experience in payroll, HR tech, or compliance technology strongly preferred

Core Skills & Attributes:

• Solid technical acumen with ability to translate capabilities into business value
• Extraordinary relationship-building skills to advise enterprise stakeholders on technical and business outcomes
• Outstanding communication skills with ability to simplify complex technical concepts
• Proactive, ownership-driven mindset with accountability for results
• Solid analytical and critical thinking with comfort in qualitative and quantitative analysis
• Great organizational and project management skills managing multiple priorities
• Client-first orientation committed to delivering measurable value
• Collaborative team player thriving in cross-functional partnerships
• Demonstrated ability to leverage AI and automation for efficiency
• Continuous learning mindset staying current on product innovations

Technology Experience:

• Comprehension of API/SDK architecture, RESTful APIs, and integration concepts
• Ability to read API documentation and guide clients through technical implementation
• Experience with API testing tools (Postman or similar) for client troubleshooting
• Proficiency with CRM systems (NetSuite, Salesforce, or comparable)
• Experience with customer success platforms (Catalyst, Gainsight, ChurnZero, or similar)
• Working knowledge of project management and ticketing systems (Jira, Asana, Zendesk, or comparable)
• Proficiency with Google Workspace (Slides and Sheets including formulas and data analysis)
• Experience with virtual meeting platforms (Zoom, Microsoft Teams, or similar)
• Experience with generative AI tools (ChatGPT, Gemini, or comparable) and building AI agents
• Project management certification (PMP, CAPM, Google Project Management) is a plus
• API fundamentals certification (Postman Student Expert or equivalent) is a plus

Compensation Details

Our cash compensation amount for this role is targeted at $121,000/yr- $149,000/yr in Scottsdale. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. [If posting for fixed rate]: Our cash compensation amount for this role is targeted at $x/hr in Denver & most remote locations. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount 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. This includes non-office days for hybrid employees.

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. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.

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