Gusto

Customer Success Manager

Gusto • $85K — $95K *
Boston, MA 02115In-Person
Enterprise Technology
Less than 5 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • 2+ years in Customer Success, Account Management, or similar roles
  • Proven ability to enhance client success through product adoption
  • Strong technical skills for understanding software and integrations
  • Excellent relationship-building and trust-creating capabilities
  • Knowledge of CRM and project management tools like HubSpot and Asana
  • Must be located in Boston and available for in-office meetings 2-3 times weekly

Responsibilities

  • Serve as primary advisor for customers post-implementation
  • Manage the entire customer lifecycle focusing on adoption and retention
  • Create personalized success plans aligned with customer goals
  • Train clients on Tire Tutor platform features and best practices
  • Collaborate with Product and Engineering to address customer needs
  • Monitor customer health and conduct regular business reviews
  • Maintain engagement playbooks to track customer interactions

Benefits

  • Own the customer lifecycle and directly impact product adoption
  • Be part of a high-growth startup with significant influence
  • Gain diverse experience in software, customer success, and operations
Full Job Description
We're looking for a Customer Success Manager who will own the entire post-onboarding customer lifecycle, building strong relationships to drive adoption, retention, and growth.

Description

Job Title: Customer Success Manager

Job Type: Full Time

Salary: $85,000 - $95,000 + Bonus + Equity

Job Overview

We're looking for a Customer Success Manager who will own the entire post-onboarding customer lifecycle, building strong relationships to drive adoption, retention, and growth. This role blends strategic account management with outstanding customer service, ensuring our clients achieve their business goals and realize continuous value from our solutions. You'll collaborate across product, engineering, and sales teams to act as the voice of the customer and ensure a world-class experience.

What You'll Do
• Serve as the primary strategic advisor for customers post-implementation, ensuring they achieve long-term success
• Manage the customer lifecycle, focusing on product adoption, retention, and identifying growth opportunities
• Develop customer success plans to align with each customer's workflows, technical requirements, and business goals
• Train clients on the Tire Tutor platform and guide them through the adoption of features and best practices
• Collaborate cross-functionally with Product and Engineering to solve issues and deliver

customer feedback
• Track customer health, conduct regular business reviews, and maintain playbooks for engagement

Qualifications
• 2+ years of experience in Customer Success, Account Management, or related client-facing roles
• Track record of owning client success by driving adoption, anticipating needs, and proactively solving problems
• Strong technical aptitude-comfortable learning and explaining software systems, APIs, or integration
• Ability to build trust and rapport with clients quickly and maintain strong relationships
• Familiarity with CRM, project management, and collaboration tools (e.g., HubSpot, Asana, Google Workspace, Slack)
• Located in the Boston area and able to visit the office in Government Center 2-3 times per week

Why Join Us?
• Direct ownership over the customer lifecycle and product adoption
• Key role in the growth and success of a high-impact startup
• Gain hands-on experience across software, customer success, and operations

Salary

$85,000 - $95,000 per year

About Gusto

Gusto is a cloud-based human resources software platform that provides payroll, benefits, and HR management services to small businesses. The company was founded in 2011 and is headquartered in San Francisco, California. Gusto's platform automates many of the administrative tasks associated with HR, such as payroll processing, tax filings, and benefits administration. The company also offers a range of HR services, including compliance support, employee onboarding, and time tracking. Gusto is committed to helping small businesses succeed by providing them with the tools and resources they need to manage their HR operations more efficiently.
Learn more about Gusto
Size
1,000 employees
Industry
Business Services
Founded
2012
* Ladders Estimates

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