Customer Success Manager

About Customer Success

The Customer Success team focuses on supporting our current customers as their businesses grow and their needs change. We do this through proactive outreach to our customers during key moments in their lifecycle to drive more adoption and longer lifetimes with Gusto.

We are looking for a CSM to join our Customer Success team at Gusto. You will work with our existing customers to drive customer education and feature adoption, integrations with our partners, maintain customer satisfaction, and increase retention. You will rapidly test hypotheses that will help develop and create processes for our growing team. Together we help solve our customers’ pain points by educating our current customers about the full value Gusto brings to small businesses. Our customers’ success is Gusto’s success.  

Here’s what you’ll do day-to-day:

• Proactive outreach to current customers through outbound calls and email communication in the moments that matter. This might be a touchpoint in a customer’s first 90 days with Gusto, or a call to educate them on features they might not know about.

• 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 calls: What are some themes we’re hearing from our customers? What can we learn? What can we do better?
• 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.
• Use your communication and partnership skills to educate cross functional stakeholders and compel action

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.
• Outbound calling experience highly preferred 
• 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
• Experience with Salesforce preferred 

At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.

Our cash compensation range for this role is $68,000 to $80,000 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.

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