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 100,000 businesses nationwide.

The Customer Success team at Gusto is focused on our customers: understanding the business needs of small business owners, and consulting on solutions to help them thrive. We are looking for a Customer Success Manager to join our new Customer Success team. As a founding member of this team, you’ll be on the front lines, testing hypotheses that drive customer loyalty through proactive outreach to our existing customers. This role will also collaborate closely with Sales, Marketing, Customer Experience, and our Product teams to share insights about our customers, and incorporate learnings into the rest of Gusto.

Here’s what you’ll do day-to-day:

• Form and rapidly test hypotheses around how we can improve the customer experience.
• Make outbound calls to current customers to learn and validate hypotheses.
• Collaborate closely with Sales, Customer Experience, and Product teams to support pilots around customer retention, renewals, and expansion to grow loyalty within our existing customer base.
• Represent the voice of the customer to educate stakeholders and compel action on our sales process and product roadmap through data-driven insights, strong communication, and partnership skills.
• Whatever it takes to grow and build this new team. This could mean problem solving, program management, outbound calls, experiment design, or data-driven analyses.

Here’s what we're looking for:

• 2-4 years experience in high-volume customer facing roles (Customer Success, Sales, Account Manager). 
• Exceptional communication skills, highly organized, collaborative, and detail oriented.
• Experience with Salesforce & excel or G-Suite preferred.
• Passionate about helping small business owners achieve more success through empathetic and consultative conversations that enhance their partnership with Gusto.
• Analytic and strategic thinker with the ability to translate data into insights and actions. 
• Self-starter, who is comfortable with little structure and is motivated by rolling up their sleeves and figuring out ambiguous situations. 
• Fast learner, curious nature, results-driven mentality with a bias for speed and action.

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 thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.