Customer Success Manager, Gusto
$68-85k
OTE
OTE an 80/20 split between base salary and variable target + Equity
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
$68-85k
OTE
OTE an 80/20 split between base salary and variable target + Equity
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
- 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
What the job involves
- 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
- 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
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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