Dedicated Customer Success Manager, Gusto
$91-112k
OTE
2-3 days a week in office
Automated payroll, benefits & HR platform
Be an early applicant
Automated payroll, benefits & HR platform
1001+ employees
Be an early applicant
$91-112k
OTE
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- 2-4 years experience in high-volume customer facing roles (Customer Care, Customer Success, Account Manager, Sales Development Representative), preferably in the tech industry and/or cannabis
- 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
What the job involves
- 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 conducting proactive outreach to our customers during key moments in their lifecycle to drive more feature adoption 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 feature adoption, 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
- 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 clients, 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 Selling 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
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 200,000 customers and a multi-billion dollar valuation. In 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather than tell and talk
- Be proud of the how - Ensure deep integrity in everything you do
- Embrace an ownership mentality - Take initiative to leave things better than you found them
- Debate then commit - Share openly, question respectfully, and once a decision is made, commit fully
Company HQ
Central Waterfront, San Francisco, CA
Articles
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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