Expansion Account Manager

About the role

We are looking for a strategic and results-driven Account Manager to own customer relationships, maximize retention, and drive account expansion within a dedicated Book of Business (BoB).

This role requires a balance of Sales, Customer Success, and Account Management skills to ensure customers realize the full value of Gusto’s products while identifying new opportunities for growth.

Key Responsibilities

• Manage a dedicated BoB, 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 moments that matter along our customer journey to maximize value realization, drive expansion, and proactively reduce churn.
• Leverage product insights and customer data to assess account health and drive proactive outreach.
• Identify and execute on growth opportunities by addressing additional customer pain points with Gusto’s suite of products.
• Utilize a hunter and farmer approach to both maintain and expand customer relationships.
• Own outbound prospecting, pitching, and closing within existing accounts to drive revenue growth.
• Daily activities include conducting approximately 20 outbound dials to your current book of business.
• Hold around 6 meetings with your customers each day to support relationship development and drive expansion revenue goals.
• Use AI-powered workflows as a core part of how you sell: running assigned tools daily, surfacing friction and inefficiencies as you find them, and collaborating with your team to influence what gets built or improved next.
• Use data-driven insights to prioritize accounts, ensuring focus on the highest-impact opportunities.
• React quickly to customer needs while maintaining a proactive, strategic approach to retention and expansion.
• Align with internal teams to ensure customers receive best-in-class service and product solutions.

Here’s What We're Looking For

• Proven 3+ years experience in B2B SaaS Customer Success, Account Management, or Sales with a track record of driving retention and expansion revenue.
• Experience in managing a large book of business and operating at scale.
• Strong ability to analyze customer data, assess account health, and execute targeted outreach.
• Excellent relationship management and communication skills with a consultative, customer-first approach.
• Deep understanding of Gusto’s products and the ability to translate customer pain points into tailored solutions.
• A strategic mindset with the ability to prioritize, adapt, and execute in a fast-paced environment.
• Proven, day-to-day experience integrating AI into how you work - across writing, research, prep, and summarization as a core part of your workflow, with a track record of giving clear, useful feedback that helps improve your tools and processes.

What We Offer

• Cash compensation range for this role is $95,000 to $125,000 OTE in Denver, Atlanta, Phoenix, Chicago and most remote locations.
• The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
• Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts 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).
• 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.

Equal Opportunity Employer

We are 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.