Gusto - Denver, CO
posted 4 months ago
The Dedicated Customer Success team at Gusto is committed to supporting our current customers as their businesses evolve and their needs change. This role is centered around cultivating ongoing professional relationships and conducting proactive outreach during key moments in the customer lifecycle. The goal is to drive feature adoption and extend customer tenure and lifetime value with Gusto. As a Dedicated Customer Success Manager, you will act as a trusted advisor for our clients, akin to a private business banker, helping them sustain growth through optimal utilization of the Gusto People Platform. In this position, you will be responsible for managing a book of business for our Premium customers throughout their lifecycle and during critical moments that matter on Gusto. Your day-to-day activities will include proactively educating customers about features and applications to enhance product usage and overall engagement. Building professional and psychological trust with our Premium customers is essential, as you will engage with them regularly and become an expert on their business needs as they relate to Gusto's offerings. You will leverage data to measure business insights, gather product feedback, and conduct market research, systematically collecting, organizing, and reporting findings to cross-functional partners at Gusto. Additionally, you will assist clients in navigating Gusto's customer experience organization, utilizing your deep product knowledge and Sandler Selling skills to facilitate feature adoption that aligns with their business requirements. Your role will also involve representing the voice of the customer, fueling the feedback engine that informs our sales processes and product roadmap, ultimately shaping Gusto into the product of our customers' dreams.