Expansion Account Manager

About Gusto 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. 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 Total Rewards philosophy. 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. About the Role 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 [... source excerpt omitted ...] ds 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. Here's what you'll do day-to-day: Customer Ownership & Retention Manage a dedicated Book of Business, ensuring high engagement, adoption, and long-term customer satisfaction at scale. Guide customers through key moments in their journey to maxim [... source excerpt omitted ...] tifying and executing for both growth and improved featured adoption and retention. Adopt a value-based, consultative selling approach, building the case for expansion around the customer's needs. Own the deal end to end: prospecting, pitching, negotiating, closing, and retaining your existing accounts. Consistently meet or exceed a blended retention + expansion quota. Operational Excellence 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. Use account health and usage data to prioritize your boo