Technical Enterprise Client Success Manager Symmetry at Gusto

About GustoAt Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.What we are looking for:We need a technical and relationship-driven professional passionate about ensuring enterprise clients achieve exceptional outcomes with Symmetrys payroll compliance solutions. Youll own the complete post-sale journey from implementation through adoption and retention serving as both technical advisor and client advocate. This role combines hands-on technical expertise with proactive relationship management to deliver measurable results in client satisfaction product adoption and retention. Youll manage an enterprise client portfolio conduct technical assessments lead optimization sessions and guide clients through complex integrations alongside our Implementation Engineer. The ideal candidate leverages AI and automation to scale impact while maintaining deep client relationships that drives long-term value. This is a post-sale technical success role focused on implementation excellence adoption and retention. While youll collaborate with Account Management on growth opportunities your primary focus is ensuring clients realize maximum value from their investment.What youll be doing:Client Partnership & ImplementationOwn and manage an enterprise client portfolio as primary technical advisorDeliver seamless implementations from kickoff through go-live coordinating internal teams and ensuring timely deploymentDevelop deep knowledge of each clients goals and translate them into actionable plans with measurable resultsEngage clients regularly via Zoom email phone and on-site visits to strengthen relationships and ensure alignmentAdoption & Value RealizationDrive product adoption with measurable improvements in usage metrics and client health scoresConduct technical assessments of API implementations and lead quarterly optimization sessionsGuide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and SupportEducate clients on best practices to maximize value from Symmetrys solutionsClient Health & RetentionMonitor client health scores usage metrics and interaction to identify risks early and implement mitigation plansProvide prompt professional responses to inquiries ensuring fast resolution and strong confidenceSupport renewal readiness and risk mitigation in partnership with Account ManagerOperational ExcellenceIdentify process improvements that reduce implementation time and increase team capacityLeverage AI tools and automation to streamline reporting communication and coordinationMaintain thorough documentation in CRM and ticketing systemsCollaborate with Sales Product Engineering and Support to address issues and drive continuous improvementExperience & Requirements:Required Background:Bachelors degree or equivalent combination of education and experience5 years in Client Success Account Management or Implementation Management in B2B SaaSProven track record managing enterprise portfolios and guiding retention adoption and satisfactionExperience project managing complex software implementations from kickoff through go-liveTechnical aptitude to understand API/SDK integrations conduct assessments and troubleshoot issuesTrack record leveraging data and metrics to drive client outcomes and operational efficiencyExperience in payroll HR tech or compliance technology strongly preferredCore Skills & Attributes:Proven technical acumen with ability to translate capabilities into business valueExtraordinary relationship-building skills to advise enterprise stakeholders on technical and business outcomesOutstanding communication skills with ability to simplify complex technical conceptsProactive ownership-driven mindset with accountability for resultsKeen analytical and critical thinking with comfort in qualitative and quantitative analysisGreat organizational and project management skills managing multiple prioritiesClient-first orientation committed to delivering measurable valueCollaborative team player thriving in cross-functional partnershipsDemonstrated ability to leverage AI and automation for efficiencyContinuous learning mindset staying current on product innovationsTechnology Experience:Comprehension of API/SDK architecture RESTful APIs and integration conceptsAbility to read API documentation and guide clients through technical implementationExperience with API testing tools (Postman or similar) for client troubleshootingProficiency with CRM systems (NetSuite Salesforce or comparable)Experience with customer success platforms (Catalyst Gainsight ChurnZero or similar)Working knowledge of project management and ticketing systems (Jira Asana Zendesk or comparable)Proficiency with Google Workspace (Slides and Sheets including formulas and data analysis)Experience with virtual meeting platforms (Zoom Microsoft Teams or similar)Experience with generative AI tools (ChatGPT Gemini or comparable) and building AI agentsProject management certification (PMP CAPM Google Project Management) is a plusAPI fundamentals certification (Postman Student Expert or equivalent) is a plusCompensation DetailsOur cash compensation amount for this role is targeted at $121000/yr- $149000/yr in Scottsdale. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. If posting for fixed rate: Our cash compensation amount for this role is targeted at $x/hr in Denver & most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos subsidiary whose physical office is in Scottsdale.Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.Personal information collected and processed as part of your Gusto application will be subject toGustos Applicant Privacy Notice.Required Experience:Manager Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full-Time Experience: years Vacancy: 1