Manager, 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. 

The Dedicated 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. 

Here’s what you’ll do day-to-day:

• 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.

Here’s what we’re looking for:

• 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.

Compensation

Our compensation range for this role is $135,000 to $165,000 OTE in Denver and most remote locations and $153,000 - $187,000 OTE in 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 because it's the right thin