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Salary: USD 57,500 - 72,842 / annual
Gusto is seeking a Technical Account Manager to serve as the dedicated point of contact for high-value small business customers. In this role, you will manage an assigned book of customer accounts, acting as a product expert and trusted advisor for payroll, benefits, and HR solutions.
Day-to-day responsibilities include:
- Owning the customer journey through inbound and outbound phone, email, and Google Meet interactions
- Providing expert, consistent support on payroll and benefits inquiries as a dedicated point of contact
- Proactively building deep understanding of each customer's business, support preferences, and needs
- Identifying churn risk and quickly delivering solutions to mitigate customer attrition
- Partnering cross-functionally to unblock friction points and address customer concerns
- Demonstrating strong product knowledge and competitive landscape awareness
- Leveraging AI-assisted tools to accelerate research and communication while maintaining accuracy, compliance, and brand voice
- Thinking creatively, pivoting quickly, and problem-solving across ambiguous situations
You will be part of Gusto's Dedicated Service team within the Care organization, focused on building and expanding relationships with high-value customers. The role emphasizes customer advocacy, proactive engagement, and strategic problem-solving to drive customer success and loyalty.
Gusto is a mission-driven company supporting over 500,000 small businesses with payroll, health insurance, 401(k)s, and HR solutions. The company has offices in Denver, San Francisco, and New York, with this role based at the Scottsdale office (Gusto's subsidiary Symmetry).
REQUIREMENTS:
- 6+ years of customer experience with 1+ years of full-time payroll experience AND 2+ years of account management
- Proven ability to proactively and reactively support customers, driving success, happiness, and loyalty through expert guidance and creative problem-solving
- Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners
- Experience with Salesforce, Zoom/Google Meet, Google Suite, Google Calendar, Gmail, and scheduling tools
- Ability to balance inbound calls, scheduled meetings, and email inquiries while managing multiple high-priority resolutions effectively
- Strength in providing effective, expert, and creative resolutions with minimal support, demonstrating agility and critical thinking
- Ownership in churn identification and mitigation with confidence in retention-focused customer discussions
- Deep payroll knowledge and pride in acting as an advocate for the solution, understanding customer needs and promoting satisfaction
- Ability to exceed goals, deadlines, and commitments
- Eagerness to think creatively, pivot quickly, and work strategically in ambiguous situations
- Demonstrated AI fluency in customer-facing roles: routinely delegates repetitive work to AI (drafting emails, summarizing case histories, compiling call notes), crafts structured prompts with clear context and constraints, and critically reviews outputs for accuracy, bias, tone, and customer empathy while applying data-privacy and compliance guardrails
