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Salary: USD 95,000 - 120,000 / annual
Gusto is seeking an Expansion Account Manager to own customer relationships, drive retention, and identify growth opportunities within a dedicated book of business. This hybrid sales and customer success role balances relationship management with strategic account expansion.
Key responsibilities include managing a large portfolio of small business customers, ensuring high engagement and adoption of Gusto's payroll, HR, health insurance, and 401(k) products. You will build and nurture relationships to uncover cross-sell and upsell opportunities, guide customers through critical moments in their journey, and leverage product insights and customer data to assess account health and drive proactive outreach.
On the sales side, you will identify and execute growth opportunities by addressing additional customer pain points with Gusto's suite of products. Daily activities include approximately 20 outbound dials to your book of business and around 6 customer meetings per day to support relationship development and drive expansion revenue goals. You will own outbound prospecting, pitching, and closing within existing accounts, using a hunter-and-farmer approach to maintain and expand customer relationships.
You will use data-driven insights to prioritize accounts and focus on the highest-impact opportunities, react quickly to customer needs while maintaining a proactive, strategic approach, and align with internal teams to ensure customers receive best-in-class service and product solutions. AI-powered workflows are a core part of how you will work, running assigned tools daily, surfacing friction and inefficiencies, and collaborating with your team to influence product improvements.
Required qualifications include 3+ years of experience in B2B SaaS customer success, account management, or sales with a track record of driving retention and expansion revenue. You should have experience managing a large book of business at scale, strong ability to analyze customer data and assess account health, excellent relationship management and communication skills with a consultative, customer-first approach, and deep understanding of Gusto's products. You must demonstrate proven, day-to-day experience integrating AI into your workflow across writing, research, prep, and summarization, with a track record of giving clear, useful feedback to improve tools and processes.
