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Dedicated Customer Success Team Lead
Posted on 7/29/2022
San Francisco, CA, USA • Remote • New York, NY, USA
Experience Level
Desired Skills
Customer Service
  • 3-5 years experience managing a team in customer success, account management, sales, or a similar field
  • Experience in hiring, training, and developing a high-performing team of customer success professionals
  • Passionate about our customers and helping small business owners thrive
  • Analytic and strategic thinker with the ability to translate data into insights and actions
  • Navigate and manage change with grace and agility for themselves and their team
  • Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers
  • The ability to effectively influence and communicate cross-functionally
  • Success working in a fast-paced, high-growth environment, preferably in SaaS or technology
  • Strong communication skills, both written and verbal, in order to effectively communicate client desires to the development team
  • Excellent customer service skills. Strong experience with successful service recovery
  • Inspire your team and remove roadblocks so they can do the best work of their lives on a daily basis
  • Coach, motivate, and empower the team to meet and exceed monthly and quarterly targets by providing ongoing performance feedback
  • Develop and test hypotheses around how to create loyalty through proactive outreach to our customers during critical moments in the customer journey
  • Design and implement new processes, systems and initiatives to drive team productivity and goals
  • Analyze and iterate on our internal processes to make them simple and more efficient
  • Design, manage, and report on dashboards that track impact, opportunities, growth, and productivity with leadership team
  • Use data to identify and implement initiatives that will drive better outcomes for our Gusties and customers
  • Empower team members with a focus on personal and professional development while managing Gusto business needs
  • Work cross functionally to identify and implement initiatives to help scale the business
  • Help grow the team by recruiting and training new team members as needs arise
Desired Qualifications
  • Experience with CRM, preferably Salesforce, and/or a Customer Success platform is a plus

1,001-5,000 employees

Cloud-based payroll, benefits, and human resource management solution
Company mission
Gusto's mission is to help companies put people first. The company operates an online payroll, health benefits, and workers' compensation platform.
  • It’s a marathon, not a sprint: Employees celebrating 5 or 10 years at Gusto enjoy a month-long sabbatical to travel and relax after all their hard work.
  • Meals and conversations: Free meals, snacks, and drinks to keep us fueled, but more importantly: they bring people together and foster community.
  • Wellness for every body: We’re proud to offer inclusive health care such as hormone treatments, gender-affirming surgery, therapy, family planning, and more.
  • The time you need: Our flexible PTO policy means every employee is encouraged to take the time they need now to keep doing great work, long term.
  • Family-friendly benefits: Fertility treatments, primary and secondary parental leave, sleep coaching, house cleaning for new parents, and more.
  • Be well, be you: Get free, comprehensive medical, dental, and vision benefits, plus a monthly fitness stipend and mental health resources too.
Company Values
  • Embody a service mindset: Never stop advocating for the needs of others.
  • Dream big, then make it real: Be ambitious. Show and do is greater than tell and talk.
  • Be proud of the how: Ensure deep integrity in everything you do.
  • Embrace an ownership mentality: Take initiative to leave things better than you found them.
  • Debate then commit: Share openly, question respectfully, and once a decision is made, commit fully.
  • Build with humility: Put collective success before individual achievements.