Job Application for Customer Success Manager at Gusto, Inc.

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 Gusto

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 $85,000 OTE (on target earnings) with an 80/20 split between base salary and variable target 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. 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.

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Our customers come from all walks of life and so do we. We hire people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it helps us to build better products, better serve our customers, and makes our company stronger.

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Customer Success Manager

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