Expansion Account Manager

About Gusto 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. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy . AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. 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: Account Management & Customer Success 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. Sales & Opportunity Identification 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. Prioritization & Agility 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. If you're passionate about driving customer success, maximizing retention, and uncovering growth opportunities, we’d love to hear from you! Ou