Technical Enterprise Client Success Manager Symmetry

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

What youll be doing:

Client Partnership & Implementation

• Own and manage an enterprise client portfolio as primary technical advisor
• Deliver seamless implementations from kickoff through go-live coordinating internal teams and ensuring timely deployment
• Develop deep knowledge of each clients goals and translate them into actionable plans with measurable results
• Engage clients regularly via Zoom email phone and on-site visits to strengthen relationships and ensure alignment

Adoption & Value Realization

• Drive product adoption with measurable improvements in usage metrics and client health scores
• Conduct technical assessments of API implementations and lead quarterly optimization sessions
• Guide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and Support
• Educate clients on best practices to maximize value from Symmetrys solutions

Client Health & Retention

• Monitor client health scores usage metrics and interaction to identify risks early and implement mitigation plans
• Provide prompt professional responses to inquiries ensuring fast resolution and strong confidence
• Support renewal readiness and risk mitigation in partnership with Account Manager

Operational Excellence

• Identify process improvements that reduce implementation time and increase team capacity
• Leverage AI tools and automation to streamline reporting communication and coordination
• Maintain thorough documentation in CRM and ticketing systems
• Collaborate with Sales Product Engineering and Support to address issues and drive continuous improvement

Experience & Requirements:

Required Background:

• Bachelors degree or equivalent combination of education and experience
• 5 years in Client Success Account Management or Implementation Management in B2B SaaS
• Proven track record managing enterprise portfolios and guiding retention adoption and satisfaction
• Experience project managing complex software implementations from kickoff through go-live
• Technical aptitude to understand API/SDK integrations conduct assessments and troubleshoot issues
• Track record leveraging data and metrics to drive client outcomes and operational efficiency
• Experience in payroll HR tech or compliance technology strongly preferred

Core Skills & Attributes:

• Solid technical acumen with ability to translate capabilities into business value
• Extraordinary relationship-building skills to advise enterprise stakeholders on technical and business outcomes
• Outstanding communication skills with ability to simplify complex technical concepts
• Proactive ownership-driven mindset with accountability for results
• Solid analytical and critical thinking with comfort in qualitative and quantitative analysis
• Great organizational and project management skills managing multiple priorities
• Client-first orientation committed to delivering measurable value
• Collaborative team player thriving in cross-functional partnerships
• Demonstrated ability to leverage AI and automation for efficiency
• Continuous learning mindset staying current on product innovations

Technology Experience:

• Comprehension of API/SDK architecture RESTful APIs and integration concepts
• Ability to read API documentation and guide clients through technical implementation
• Experience with API testing tools (Postman or similar) for client troubleshooting
• Proficiency with CRM systems (NetSuite Salesforce or comparable)
• Experience with customer success platforms (Catalyst Gainsight ChurnZero or similar)
• Working knowledge of project management and ticketing systems (Jira Asana Zendesk or comparable)
• Proficiency with Google Workspace (Slides and Sheets including formulas and data analysis)
• Experience with virtual meeting platforms (Zoom Microsoft Teams or similar)
• Experience with generative AI tools (ChatGPT Gemini or comparable) and building AI agents
• Project management certification (PMP CAPM Google Project Management) is a plus
• API fundamentals certification (Postman Student Expert or equivalent) is a plus

Compensation Details

Our cash compensation amount for this role is targeted at $121000/yr- $149000/yr in Scottsdale. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. If posting for fixed rate: Our cash compensation amount for this role is targeted at $x/hr in Denver & most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

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 Gustos 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.

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 its 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 and a member of our team will get in touch with you.

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