Customer Success Manager @ Gusto

Job Information

Job Description:

Here’s what you’ll do day-to-day:

  • Proactive outreach to current customers through outbound calls and email communication in the moments that matter. This might be a touchpoint in a customer’s first 90 days with Gusto, or a call to educate them on features they might not know about.
  • Use your deep Gusto product knowledge and Sandler skills to help our current customers adopt the features they need to support their business needs
  • Gather and share insights from your calls: What are some themes we’re hearing from our customers? What can we learn? What can we do better?
  • Represent the voice of the customer! You will fuel the feedback engine to inform our sales processes, our product roadmap, and help shape Gusto to be the product of our customers’ dreams.
  • Use your communication and partnership skills to educate cross functional stakeholders and compel action

Here’s what we’re looking for:

  • 2-4 years experience in high-volume customer facing roles (Customer Care, Customer Success, Account Manager, Sales Development Representative), preferably in the tech industry.
  • Outbound calling experience highly preferred
  • Passionate about helping small business owners achieve more success through empathetic and consultative conversations.
  • Comfort with ambiguity and willingness to experiment as we continue to build this team
  • Exceptional communication skills with the ability to explain complex topics like payroll and R&D tax credits in an easy-to-understand way.
  • Analytic and strategic thinker with the ability to translate individual conversations into themes and recommendations
  • Energized by learning new skills to do the best work of your life
  • Experience with Salesforce preferred

Experience Level: Mid-Senior
Work From: Onsite

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