Customer Success Manager

The Customer Success Manager at Gusto is responsible for proactive outreach to current customers through phone calls and emails. This role involves educating clients on features, gathering insights from customer interactions, representing the voice of the customer in product development, and collaborating with various stakeholders. Your goal is to enhance customer satisfaction, drive feature adoption, and ultimately increase customer retention.

To qualify for the Customer Success Manager role at Gusto, candidates should have 2-4 years of experience in high-volume customer-facing roles, preferably within the tech industry. Outbound calling experience is highly preferred, alongside exceptional communication skills and a passion for helping small business owners. Comfort with ambiguity, analytical thinking, and a willingness to learn are also essential characteristics sought for this position.

At Gusto, we prioritize employee growth by providing a collaborative environment that encourages learning new skills. As a Customer Success Manager, you will have opportunities to test hypotheses, develop best practices, and engage in continuous feedback loops with your colleagues. Gusto is dedicated to building a team that thrives on shared knowledge and collective success.

Gusto embraces customer feedback as a key driver of our product development. As a Customer Success Manager, you'll actively collect insights from your interactions with clients, helping us to understand their needs better. This valuable information directly informs our sales processes and product roadmap, ensuring that Gusto evolves in ways that truly support our customers' aspirations.

The compensation for the Customer Success Manager position at Gusto ranges from $68,000 to $85,000 in on-target earnings. This includes an 80/20 split between base salary and variable targets. Compensation may vary based on factors including location, experience, and expertise, reflecting Gusto’s commitment to fair and competitive pay structures.

In your answer, highlight specific examples of how you conducted proactive outreach, such as calls or follow-up emails. Discuss any metrics or results you achieved, emphasizing your ability to build relationships and improve customer engagement.

Explain your approach to conflict resolution, focusing on empathy and active listening. Provide an example of a challenging scenario you faced, detailing the steps you took to resolve the situation and the positive outcome.

Discuss methods you employ to simplify complex topics for customers. Share examples of how you tailored your communication style to meet the needs of different clients and how you measure the effectiveness of your educational efforts.

Explain your process for collecting feedback, whether through calls, surveys, or direct conversations. Provide insights on how you translate feedback into actionable recommendations that improve the customer experience.

Share a concrete example of a project where you drove customer success. Detail the goal, the actions you took, the challenges faced, and the successful results achieved, demonstrating your leadership and problem-solving skills.

Discuss the importance of empathy in building solid relationships with customers. Share an example of how your empathetic approach helped you resolve an issue or enhanced a customer’s experience.

Describe your time-management and prioritization strategies. Discuss tools or methods you use to stay organized and ensure that all customer needs are addressed timely.

Highlight your passion for helping small businesses, along with your admiration for Gusto’s mission and commitment to empowering work. Discuss how your values align with Gusto's culture and how you see yourself contributing.

Share a specific instance where your feedback led to meaningful changes in a product or service. Articulate how you gathered insights and the impact those changes had on the customer experience.

Discuss the resources you use to keep up-to-date, such as industry journals, webinars, or networking groups. Emphasize your commitment to continued education and how that enhances your performance as a Customer Success Manager.