Expansion Account Manager

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.

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.

Responsibilities

• 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.

Requirements

• 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.

Pay

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.

Schedule

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.