Head of Dedicated Customer Success

 

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

Job Summary

We’re looking for a Customer Success Leader to accelerate our efforts to drive adoption and retention. In this role, you’ll be responsible for building and scaling up our Dedicated Customer Success team. This team serves some of our highest value customers, delivering guided and expert advice to help them get the most value out of Gusto - and ultimately stay longer. 

You’ll lead the strategic direction for how we serve this growing base of customers, while also ensuring operational excellence to deliver at scale. You will also partner cross-functionally to drive adoption and expansion motions - both through your team and digital-first motions - that yield outcomes that benefit both our customers and Gusto.

In this role, you’ll be a member of Gusto’s Revenue team and our Expansion team specifically. Our shared goal is to extend the lifetime value of our customers by maximizing the value they’re getting from us and meeting their needs during key moments of their lifecycle.

This role is right for you if you are both strategic and operationally minded. You can both lead the team we have today, and chart the course for scale. You leverage data to better understand our customers and can put those insights into motion. You are passionate about empowering and growing people through different stages of their careers. Finally, you have deep Customer Success experience - and are excited to build out a team right-sized for our customers’ needs.

Key responsibilities

• Lead strategic direction for Gusto’s Dedicated Customer Success team
• Scale our customer success capability to drive positive outcomes for our customers
• Work cross-functionally and influence partners on initiatives that drive adoption and retention
• Solicit regular internal and external customer feedback to lead continuous improvements to the customer experience
• Leverage data to understand our customers and drive go-forward programs and recommendations
• Empower a team of managers, and individual contributors

Experience

• Minimum ten (10) years experience in Customer Success, CX or Sales
• 6+ years leading other managers, setting strategic vision, and empowering high-performance teams
• Prior experience scaling Customer Success teams 
• Experience with SaaS and SMBs. Fintech a plus

Additional Requirements

• Experience with CS platforms (e.g., Gainsight, Catalyst, Totango)

Location and Travel

Gusto has physical office spaces in Denver, San Francisco, and New York City. All Gusto roles posted in these metro areas come with the expectation of working from the office on designated days approximately 2-3 days per week (or more depending on role and business travel expectations). The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

This role would include travel (~1x/month).

Our compensation range for this role is $164,000 to $196,000 in Denver and most remote locations and $192,000 - $230,000 in San Francisco and New York. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just becau