Expansion Account Manager

Account Management & Customer Success

• Manage a dedicated book of business, 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 customer-journey moments 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 growth opportunities by addressing additional customer pain points with Gusto’s product suite.
• Use a hunter-and-farmer approach to maintain and expand customer relationships.
• Own outbound prospecting, pitching, and closing within existing accounts to drive revenue growth.
• Conduct approximately 20 outbound dials daily to the current book of business.
• Hold approximately 6 customer meetings daily to develop relationships and drive expansion revenue.
• Use AI-powered workflows as a core part of selling; run assigned tools daily, surface friction and inefficiencies, and collaborate with the team to improve tools and processes.

Prioritization & Agility

• Use data-driven insights to prioritize accounts and focus on the highest-impact opportunities.
• Respond quickly to customer needs while maintaining a proactive, strategic approach to retention and expansion.
• Align with internal teams to provide customers with effective service and product solutions.

Requirements

• 3+ years of experience in B2B SaaS customer success, account management, or sales, with a track record of driving retention and expansion revenue.
• Experience managing a large book of business and operating at scale.
• Ability to analyze customer data, assess account health, and execute targeted outreach.
• Excellent relationship-management and communication skills with a consultative, customer-first approach.
• Understanding of Gusto’s products and ability to translate customer pain points into tailored solutions.
• Strategic mindset with the ability to prioritize, adapt, and execute in a fast-paced environment.
• Day-to-day experience integrating AI into writing, research, preparation, and summarization workflows, with a track record of providing useful feedback to improve tools and processes.

Compensation & Benefits

• Cash compensation range: $95,000–$120,000 OTE in Denver, Atlanta, and Phoenix.
• Full-time employees receive competitive base pay, benefits, and equity in the form of RSUs.
• Final offer amounts vary based on location, experience, expertise, and other factors.