扩展客户经理
Expansion Account Manager
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**关于Gusto**
在Gusto，我们的使命是推动小型经济的发展。我们处理困难的事情——薪资、健康保险、401(k)计划和人力资源——让业主能够专注于他们的技艺和客户。我们的团队分布在丹佛、旧金山和纽约，我们为全国超过50万个小企业提供了支持，并正在打造一个反映我们服务人群的工作环境。
所有全职员工都将获得具有竞争力的薪资、福利和股权（RSUs）——因为每一位帮助建设Gusto的人都应该分享它的成功。薪酬金额根据职位、级别和地点确定。了解更多关于我们的[全面薪酬理念](https://gusto.com/about/careers/total-rewards)。
人工智能是Gusto工作中不可或缺的一部分。我们期望所有团队成员积极参与与其职位相关的AI工具，并随着技术的发展不断提升自己的熟练程度。AI经验要求因职位而异，将在面试过程中进行评估。
**关于该职位**
作为客户经理，你将负责售后的完整客户群，从价值销售到激活和采用，管理整个客户生命周期。该职位的成功衡量标准是净收入留存：每个客户群中的持续增长收入、价值实现和留存。你需要深入了解你的客户，预判他们的需求，在机会出现时识别增长机会，建立并发展销售渠道，并为每个客户提供合适的解决方案——以AI原生的方式工作，而不仅仅是了解AI，并以真正高标准的绩效要求自己，因为你是从头到尾对结果负责的人。
**关于团队**
客户管理团队帮助小企业从Gusto的产品中获得真正的价值。每个团队都了解其完整的客户群，并预判他们的需求，在机会出现时识别增长机会，建立并发展销售渠道，并为每个客户提供合适的解决方案。然后他们推动激活和采用，从而实现客户价值和留存。你将加入一个由经验丰富的领导者组成的同僚群体，预计随着我们继续投资于这个团队，你的团队规模和范围也将随之增长。
**你每天会做的事情包括：**
客户管理与留存
- 负责一个专属的客户群，确保在大规模下保持高参与度、采用率和长期客户满意度。
- 引导客户完成旅程中的关键节点，最大化价值实现，推动扩展，
查看英文原文
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**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](https://gusto.com/about/careers/total-rewards).
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**
As an Account Manager, you'll own a full book of business post-sale, managing the customer lifecycle from value-based selling through to activation and adoption. The measure of success in this role is Net Dollar Retention: durable expansion revenue, value realization and retention for every account in your book. You'll understand your customers deeply, anticipate their needs, identify growth opportunities as they occur, build and develop pipeline, and position the right solution for each one — working AI-native, not just AI-aware, and holding yourself to a genuinely high performance bar as someone who owns outcomes end to end.
**About the Team**
The Account Management team helps small businesses get real value out of Gusto's products. Each team understands their entire book of business and anticipates their needs, identifies growth opportunities as they occur, builds and develops pipeline and positions the right solution for each customer. From there they drive activation and adoption leading to customer value realization and retention. You'll join a peer group of experienced leaders and should expect your team's size and scope to grow over time as we continue investing in this team.
**Here's what you'll do day-to-day:**
Customer Ownership & Retention
- Manage a dedicated Book of Business, ensuring high engagement, adoption, and long-term customer satisfaction at scale.
- Guide customers through key moments in their journey to maximize value realization, drive expansion, and proactively reduce churn.
- Run structured account/business reviews that drive platform adoption and surface real expansion opportunities.
- Multi-thread relationships beyond a single champion to protect and grow the account.
Revenue Growth & Expansion
- Carry a Net Dollar Retention and expansion revenue quota for your book.
- Build and own your expansion pipeline, identifying and executing for both growth and improved featured adoption and retention.
- Adopt a value-based, consultative selling approach, building the case for expansion around the customer's needs.
- Own the deal end to end: prospecting, pitching, negotiating, closing, and retaining your existing accounts.
- Consistently meet or exceed a blended retention + expansion quota.
Operational Excellence
- Maintain organized visibility across your book of business — accurately forecasting churn risk and expansion revenue, prioritizing where to focus on building and retaining accounts, and reporting clearly on pipeline to leadership.
- Use account health and usage data to prioritize your book, spot churn signals early, and drive targeted, proactive outreach.
- Use AI tools and workflows day-to-day for research, prep, account planning, and reporting, as a core part of how you operate.
**Here's what we're looking for:**
- 5+ years in a high-volume, quota-carrying customer-facing role (Account Management, or Sales), preferably in B2B SaaS, with a retention/expansion mandate rather than primarily new-logo acquisition.
- Proven track record of driving retention and expansion revenue, with experience managing a large Book of Business and operating at scale.
- Skilled in value-based, consultative selling, able to build a customer-specific ROI case for expansion, with strong deal management and closing execution.
- Experience running structured account/business reviews that drive adoption, deliver value realization and surface further account optimization opportunities.
- Strong business and sales acumen, genuinely driven by quota and revenue outcomes, with the analytical ability to assess account health, spot churn signals early, and forecast churn risk and expansion revenue.
- Excellent relationship management, including multi-threading beyond a single champion, and the ability to tell a clear, data-backed story to customers and internally
- A strategic mindset with the ability to prioritize across a large book and execute in a fast-paced environment
- Proven, day-to-day experience integrating AI into how you work, research, prep, account planning, and reporting, as a core part of your workflow, not an occasional tool.
Our cash compensation range for this role is $95,000 to $120,000 OTE in Denver, Atlanta and Phoenix. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
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Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately **2-3 days** per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
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Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out [this form](https://docs.google.com/forms/d/e/1FAIpQLSdEfl7Bp-Twz7LLlhGlha46CrxZ9Kacgakmarf3K2TbnaEgKQ/viewform) and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our [Fraudulent Activity Disclaimer](https://gusto.com/about/careers/fraudulent-activity-disclaimer).
Personal information collected and processed as part of your Gusto application will be subject to [Gusto's Applicant Privacy Notice](https://gusto.com/about/careers/applicant-privacy-notice).