Expansion Account Manager
Gusto
About Gusto
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.
AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.
About the Role:
We are looking for a strategic and results-driven Account Manager to own customer relationships, maximize retention, and drive account expansion within a dedicated Book of Business (BoB). This role requires a balance of Sales, Customer Success, and Account Management skills to ensure customers realize the full value of Gusto’s products while identifying new opportunities for growth.
Key Responsibilities:
Account Management & Customer Success
- Manage a dedicated BoB, ensuring high engagement, adoption, and long-term customer satisfaction at scale.
- Build and nurture relationships to uncover cross-sell and upsell opportunities.
- Guide customers through key moments that matter along our customer journey to maximize value realization, drive expansion, and proactively reduce churn.
- Leverage product insights and customer data to assess account health and drive proactive outreach.
Sales & Opportunity Identification
- Identify and execute on growth opportunities by addressing additional customer pain points with Gusto’s suite of products.
- Utilize a hunter and farmer approach to both maintain and expand customer relationships.
- Own outbound prospecting, pitching, and closing within existing accounts to drive revenue growth.
- Daily activities include cond
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