[Remote] Expansion Account Manager

Note: The job is a remote job and is open to candidates in USA. Gusto is on a mission to grow the small business economy by providing essential services like payroll and HR. They are seeking a strategic and results-driven Expansion Account Manager to manage customer relationships, maximize retention, and drive account expansion within a dedicated Book of Business.

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

Skills

• 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

Benefits

• All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.
• 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).
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Company Overview

Company H1B Sponsorship