Manager of Dedicated Customer Success, Gusto
$135-165k
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
$135-165k
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
- 3-5 years experience leading a team in customer success, account management, sales, or a similar field
- Experience in hiring, training, and developing a high-performing team of customer success professionals
- Passionate about our customers and helping small business owners thrive
- Analytic and strategic thinker with the ability to translate data into insights and actions
- Navigate and manage change with grace and agility for themselves and their team
- Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers
- The ability to effectively influence and communicate cross-functionally
- Success working in a fast-paced, high-growth environment, preferably in SaaS or technology
- Strong communication skills, both written and verbal, in order to effectively communicate client desires to the development team.
- Excellent customer service skills. Strong experience with successful service recovery
- Experience with CRM, preferably Salesforce, and/or a Customer Success platform is a plus
What the job involves
- The Customer Success team at Gusto is focused on understanding the business needs of small business owners, and consulting on solutions to help them thrive
- We are looking for an experienced leader/manager to empower a growing team of Dedicated Customer Success Managers (DCSMs)
- This team will be responsible for driving loyalty to Gusto, through proactive outreach to our existing customers that help them do more with Gusto- this includes both revenue and non-revenue generating activities
- You’ll also be building and improving workflows to create efficiency gains on the team that enable Gusties to do their best work
- Inspire your team to do the best work of their lives on a daily basis
- Coach, motivate, and empower the team to meet and exceed monthly and quarterly targets by providing ongoing feedback with an emphasis on critical thinking and high quality decision-making
- Develop and test hypotheses around how to create loyalty through proactive outreach to our customers during critical moments in the customer journey
- Design and implement new processes, systems and initiatives to drive team productivity and goals
- Analyze and iterate on our internal processes to make them simple and more efficient
- Design, manage, and report on dashboards that track impact, opportunities, growth, and productivity with the leadership team
- Use data to identify and implement initiatives that will drive better outcomes for our team and customers on a quarterly basis
- Empower team members with a focus on personal and professional development while managing Gusto business needs
- Work cross functionally to identify and implement initiatives to help scale the business
- Help grow the team by recruiting and training new team members
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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