\nAbout Customer Success\n\nThe Customer Success team focuses on supporting our current customers as their businesses grow and their needs change. We do this through proactive outreach to our customers during key moments in their lifecycle to drive more adoption and longer lifetimes with Gusto.\n\nWe are looking for a CSM to join our Customer Success team at Gusto. You will work with our existing customers to drive customer education and feature adoption, integrations with our partners, maintain customer satisfaction, and increase retention. You will rapidly test hypotheses that will help develop and create processes for our growing team. Together we help solve our customers’ pain points by educating our current customers about the full value Gusto brings to small businesses. Our customers’ success is Gusto’s success.  \n\nHere’s what you’ll do day-to-day:\n\n\n* Proactive outreach to current customers through outbound calls and email communication in the moments that matter. This might be a touchpoint in a customer’s first 90 days with Gusto, or a call to educate them on features they might not know about.\n\n\n\n\n\n* Use your deep Gusto product knowledge and Sandler skills to help our current customers adopt the features they need to support their business needs\n\n* Gather and share insights from your calls: What are some themes we’re hearing from our customers? What can we learn? What can we do better?\n\n* Represent the voice of the customer! You will fuel the feedback engine to inform our sales processes, our product roadmap, and help shape Gusto to be the product of our customers’ dreams.\n\n* Use your communication and partnership skills to educate cross functional stakeholders and compel action\n\n\n\n\nHere’s what we're looking for:\n\n\n* 2-4 years experience in high-volume customer facing roles (Customer Care, Customer Success, Account Manager, Sales Development Representative), preferably in the tech industry.\n\n* Outbound calling experience highly preferred \n\n* Passionate about helping small business owners achieve more success through empathetic and consultative conversations.\n\n* Comfort with ambiguity and willingness to experiment as we continue to build this team\n\n* Exceptional communication skills with the ability to explain complex topics like payroll and R&D tax credits in an easy-to-understand way.\n\n* Analytic and strategic thinker with the ability to translate individual conversations into themes and recommendations \n\n* Energized by learning new skills to do the best work of your life\n\n* Experience with Salesforce preferred \n\n\n\n\nAt Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.\n\nOur cash compensation range for this role is $68,000 to $80,000 OTE in Denver, and most remote locations. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above. \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Payroll, Education, Sales and Non Tech jobs that are similar:\n\n $60,000 — $90,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nDenver, Colorado, United States

\nAbout the Role:\n\nYou will be responsible for hands-on work with our Gusto Embedded Payroll Partners as they prepare to launch their payroll customer support function. This includes leading partner-facing project management, creating new programs and policies, planning and executing payroll training, and other special projects for CX performance or team operational improvements. \n\nAbout the Team:\n\nGusto Embedded Payroll is our newest business unit, driving the next arc of innovation and growth for Gusto. Our mission is to enable any third party SMB platform to build, sell, and serve payroll, however, they wish. Our API offering allows other companies to offer payroll services to their customers inside their app or service. By creating a more seamless payroll experience for SMBs, we will bring Gusto’s platform to hundreds of thousands more businesses than those we serve directly.\n\nHere’s what you’ll do day-to-day:\n\n\n* Operate: Drive Partner CX operational meetings during key implementation and onboarding phases, and continuing to liaise with them after go-live\n\n* Develop: Build Partner toolkits and playbooks to ensure their continued success with embedded payroll\n\n* Facilitate: Ensure successful Partner adoption of both basic payroll concepts and the CX systems in use to serve their end-users via facilitating in a live training environment\n\n* Iterate: Continuously look for opportunities for improvements to our CX support structure & design\n\n\n\n\nHere’s what we're looking for:\n\n\n* Four plus years of leading teams in a customer or partner-facing support function in a SaaS environment\n\n* Strong core payroll expertise – tax agency and filing knowledge is a plus but not a requirement\n\n* Demonstrable experience with project and/or program management\n\n* Fluency in CRM and task management systems (e.g. Salesforce Lightning, NICEone, JIRA)\n\n* Comfortable navigating complex customer needs, serving as an active stakeholder in identifying the root cause of an issue and seeking out a path to resolution; previous experience working directly with Gusto Accounting Partners is a plus but not required \n\n* Excellent communication skills both verbally and written \n\n* Sense of ownership and comfort with ambiguity—we are building something new which is an opportunity to contribute but also may mean we don’t have all the answers yet!\n\n* Eager to learn from our early adopters, excited by the combination of going deep with our individual partners, while looking for opportunities to build for scale\n\n* Previous experience supporting SMB or enterprise-level customers with SaaS\n\n* Recreational interest in integrations/APIs or technical engineering, at minimum an eagerness to learn API basics and how Partners integrate with Gusto \n\n\n\n\nOur cash compensation range for this role is targeted at $117,000 - $145,000 in Denver and most remote locations. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above. \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to SaaS, Accounting, Payroll and API jobs that are similar:\n\n $70,000 — $175,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nDenver, Colorado, United States

\nWHY DEPT®?\n\nWe are pioneers at heart. What this means, is that we are always leaning forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating.\n\nOur culture is big enough to cope and small enough to care. Meaning, that with people across 20+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients' problems, no matter where you are in the world. \n\n \n\nTHE ROLE\n\nThis role is a key member of the DEPT® Commerce delivery team working on various projects as a direct liaison between our customer business partners and the DEPT® Commerce creative and development teams. This person will need to understand the current business landscape of our clients and document their current state processes and systems to outline business and/or functional requirements. Through this, they are responsible for ensuring the business needs are met through the technical solution DEPT® Commerce builds. This position requires the candidate to have a strong grasp of Salesforce Products, specifically Salesforce Service Cloud and Commerce Cloud. The role requires a strong technical acumen, being able to get in the weeds on functional requirements and translating those specs into actionable technical solutions.\n\nEssential Duties and Responsibilities: include the following.  Other duties may be assigned. \n\n\n* Collaborate with cross-functional teams to elicit, identify, and document business and functional requirements for system integration projects.\n\n* Analyze existing business processes, identify gaps, and propose efficient integration solutions.\n\n* Support technical requirement gathering from clients in partnership with the solution architect.\n\n* Collect, organize, and document all information necessary for a successful implementation \n\n* Understand, facilitate, and document business needs from client stakeholders and communicate them to the creative and development team.\n\n* Create flow charts and prototypes as needed.\n\n* Provide guidance and support to development teams in implementing integration solutions, ensuring adherence to best practices and standards.\n\n* Manage the development backlog for projects, write user stories and acceptance criteria for development \n\n* Ability to contribute to delivery process efficiency and standardization initiatives.\n\n* Serve as an eCommerce and Salesforce subject matter expert to drive development decisions and prioritization\n\n* Provide consultative services to clients and contribute as a lead on the project.\n\n\n\n\nQualifications & Experience: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\n\n\n* 4+ years of experience leading requirement gathering for software applications on an eCommerce platform (i.e.Salesforce Commerce Cloud, Magento, etc.) \n\n* 4+ years experience with delivering Salesforce Technical Programs in an SI-driven environment\n\n* Ability to work in a face-paced environment \n\n* Strong communication, interpersonal and consultative skills\n\n* An analytical mindset, problem-solving, and presentation skills \n\n* Excellent documentation skills \n\n* Ability to work with the project team within the agile methodology \n\n\n\n\nPreferred Skills:\n\n\n* Experience working in Jira and Confluence for project documentation \n\n* Experience working on Enterprise level projects  \n\n* Experience implementing successful Business Analyst processes\n\n* Any experience with Industry cloud implementation\n\n\n\n\nLanguage Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. \n\nReasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.\n\nComputer Skills: To perform this job successfully, an individual should have extensive knowledge of word processing software; spreadsheet software; accounting software; payroll systems; human resource systems, and database software.\n\nWork Environment: Remote position.\n\n \n\nWHAT DO WE OFFER?\n\nWe are a collaborative, open-door, best-idea-wins environment that fosters personal and company growth and has fun doing it. Here is a snapshot of our  benefits package:\n\n\nHealthcare, Dental, and Vision coverage\n\n401k plan, plus matching\n\nPTO\n\nPaid Company Holidays\n\nParental Leave\n\n\n\n\nThe anticipated salary range for this position is $100,000 - $135,000. Salary is based on a range of factors that include relevant experience, expertise, and organizational impact. This is based on a 40-hour workweek and leveling. Keep in mind, we're flexible. \n\n\n \n\nWE SUPPORT YOU BEING YOU: \n\nDEPT® is an equal opportunity employer (EOE). We believe our work is its best when our people feel safe and free to be themselves. We’re committed to an inclusive and barrier-free recruitment and selection process and workplace, regardless of anyone’s identity, background, beliefs, lifestyle or disabilities. So tell us about any accommodations you need. It’s totally confidential and only used to make sure you feel fully supported at every step. \n\nDEPT® participates in E-Verify, meaning your Form I-9 information will be sent to the federal government to confirm you are authorized to work in the U.S. \n\nWe are a B Corp-certified company passionate about purpose-driven work.  Our hope is that you can feel good about the contributions DEPT® is making to the world and we always have an open door for your ideas in making the world a better place. \n\nDEPT® is a pioneering technology and marketing services company that creates integrated end-to-end digital experiences for brands such as Google, KFC, Philips, Audi, Twitch, Patagonia, eBay and more. Its team of 2,500+ digital specialists across 30+ locations on 5 continents delivers pioneering work on a global scale with a boutique culture. \n\nLearn more about DEPT®\n\n \n\nDIVERSITY, EQUITY, & INCLUSION\n\nAt DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.\n\nNot sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. \n\nWe also encourage you  to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.\n\nWant to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.\n\n \n\n#LI-Remote \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Accounting, Payroll, Cloud, Senior, Marketing and Ecommerce jobs that are similar:\n\n $52,500 — $100,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n