Expansion Account Manager at Gusto

<div class="content-intro"><p style="line-height: 1.2;"> </p> <hr> <p><strong>About Gusto</strong></p> <p>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.</p> <p> <br>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<a href="https://gusto.com/about/careers/total-rewards" target="_blank"> <u>Total Rewards philosophy</u></a>.</p> <p> <br>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.</p></div><p><strong>About the Role</strong></p> <p>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.</p> <p><strong>About the Team</strong></p> <p>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.</p> <p><strong>Here's what you'll do day-to-day:</strong></p> <p>Customer Ownership & Retention</p> <ul> <li>Manage a dedicated Book of Business, ensuring high engagement, adoption, and long-term customer satisfaction at scale.</li> <li>Guide customers through key moments in their journey to maximize value realization, drive expansion, and proactively reduce churn.</li> <li>Run structured account/business reviews that drive platform adoption and surface real expansion opportunities. </li> <li>Multi-thread relationships beyond a single champion to protect and grow the account.</li> </ul> <p>Revenue Growth & Expansion</p> <ul> <li>Carry a Net Dollar Retention and expansion revenue quota for your book.</li> <li>Build and own your expansion pipeline, identifying and executing for both growth and improved featured adoption and retention. </li> <li>Adopt a value-based, consultative selling approach, building the case for expansion around the customer's needs. </li> <li>Own the deal end to end: prospecting, pitching, negotiating, closing, and retaining your existing accounts.</li> <li>Consistently meet or exceed a blended retention + expansion quota.</li> </ul> <p>Operational Excellence</p> <ul> <li>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.</li> <li>Use account health and usage data to prioritize your book, spot churn signals early, and drive targeted, proactive outreach.</li> <li>Use AI tools and workflows day-to-day for research, prep, account planning, and reporting, as a core part of how you operate.</li> </ul> <p><strong>Here's what we're looking for:</strong></p> <ul> <li>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 ac

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