About the Role:

The 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 Customer Success Managers (CSMs). 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 and remove roadblocks so they can 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 performance feedback
• Develop and test hypotheses around how to create loyalty through proactive outreach to our customers during critical moments in the customer journey
• Analyze and iterate on our internal processes to make them simple and more efficient
• Use data to identify and implement initiatives that will drive better outcomes for our Gusties and customers
• 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 as needs arise

Here’s what we’re looking for:

• 3-5 years experience managing 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.
• Experience with CRM, preferably Salesforce, and/or a Customer Success platform is a plus

Our cash compensation range for this role is $110,000 to $135,000 OTE in Denver, and most remote locations. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.