Dedicated CSM

$91,000 - $112,000/Yr

Gusto - Denver, CO

Full-time - Mid Level

Remote - Denver, CO

Professional, Scientific, and Technical Services

About the position

The Dedicated Customer Success Manager at Gusto plays a crucial role in supporting and enhancing the experience of our Premium customers. This position focuses on building strong relationships, driving feature adoption, and ensuring customer satisfaction throughout their lifecycle with Gusto. The manager will act as a trusted advisor, leveraging Gusto's capabilities to help clients achieve their business goals and navigate the platform effectively. The role is integral to creating a best-in-class customer success engine that fosters customer loyalty and drives long-term value for both the customers and Gusto.

Responsibilities

• Manage a book of business for Premium customers throughout their lifecycle.
• Proactively educate customers on features and apps to enhance product usage.
• Build trust with Premium customers through regular engagement and expertise.
• Provide strategic recommendations that align customer growth with Gusto's capabilities.
• Collect and report business insights, product feedback, and market research from client interactions.
• Assist clients in navigating Gusto's customer experience organization.
• Utilize Gusto product knowledge and Sandler Selling skills to facilitate feature adoption.
• Gather insights from client touchpoints to inform product roadmaps and sales processes.

Requirements

• 2-4 years of experience in customer-facing roles such as Customer Care, Customer Success, Account Management, or Sales Development, preferably in tech or cannabis industries.
• Strong passion for helping small business owners succeed through empathetic conversations.
• Ability to handle ambiguity and willingness to experiment in a growing team environment.
• Exceptional communication skills to simplify complex topics like payroll and R&D tax credits.
• Analytical and strategic thinking skills to identify themes and make recommendations based on conversations.
• Eagerness to learn new skills and improve performance.
• Proficiency in Gusto tools and systems including SFDC, Panda, and GSuite.
• Resilience and strong Sandler selling skills are preferred.
• Comfortable with data analysis and storytelling.

Benefits

• Competitive cash compensation range of $91,000 to $112,000 OTE based on location and experience.
• Remote work options available with geographical pay adjustments.