Technical Account Manager

Gusto is on a mission to grow the small business economy, handling payroll, health insurance, 401(k)s, and HR for over 500,000 small businesses nationwide. The company has offices in Denver, San Francisco, and New York, and a subsidiary (Symmetry) with an office in Scottsdale, AZ.

As a Technical Account Manager, you will act as the single point of contact for all support inquiries for a dedicated book of high-value customers. You will enhance user experience, serve as a subject matter expert on Gusto's core products, guide customers through new features, provide proactive education, and partner cross-functionally to influence product decisions. The role requires leveraging AI-assisted tools to accelerate research and communication, including delegating repetitive work, crafting structured prompts, and critically reviewing outputs for accuracy, tone, and empathy while applying compliance and data-privacy guardrails.

• Own the customer journey by building trust and partnership through inbound and outbound phone, email, and Google Meet interactions.
• Act as a dedicated advisor, containing most customer interactions and providing expert support for payroll and benefits inquiries.
• Proactively connect with customers to understand their business and support model.
• Identify churn risk and act quickly to mitigate it.
• Partner cross-functionally to unblock friction and address concerns.
• Display strong product knowledge and understanding of the competitive landscape.

• 6+ years of customer experience, with 1+ years of full-time experience in Payroll and 2+ years of account management.
• Proven ability to support customers proactively and reactively, driving success and loyalty.
• Ability to synthesize and communicate complex subjects clearly.
• Experience with Salesforce, Zoom/Google Meets, Google Suite, Google Calendar, Gmail, and scheduling tools.
• Demonstrated AI fluency in a customer-facing role, including delegating repetitive work, crafting structured prompts, and critically reviewing outputs.

Cash compensation range: $27.65/hr to $35.02/hr in Phoenix. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

Apply through the provided Greenhouse link.