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Head of Customer Success Ops & Programs

Gusto

Gusto

Customer Service, Sales & Business Development, Operations
Denver, CO, USA
Posted on Saturday, April 27, 2024


About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

Job Summary

We’re looking for a leader to accelerate our efforts to drive customer adoption and retention. You’ll be responsible for leading projects with a keen focus on connecting digital efforts to human intervention. You’ll drive strategy - and also chart the course for experimenting and operationalizing initiatives. This role is very cross functional in nature. You’ll leverage expertise and insights to influence our partners, and drive seamless coordination between teams.

In this role, you’ll be a member of Gusto’s Revenue team. You’ll partner closely with Revenue leadership, Growth, Customer Success and Partnership teams (amongst others) to drive results. Our shared goal is to extend the lifetime value of our customers by maximizing the value they’re getting from us and meeting their needs during key moments of their lifecycle.

This role is right for you if you are both strategic and operationally minded. You can lead the team and initiatives we have today, and also chart the course for acceleration. You are not only strategic, but have deep experience translating those insights into action that can benefit our customers. You move quickly and lean into opportunities to experiment and iterate. And finally, you enjoy solving big problems and bringing new ideas to life.

Key responsibilities

  • Drive strategy for adoption and retention initiatives that mutually benefit both our customers and Gusto, with a focus on connecting the digital efforts to human intervention
  • Drive digital-first efforts originating from team insights, leveraging technology to enhance customer experience and outcomes.
  • Translate digital initiatives and insights into actionable strategies for our customer-facing teams.
  • Strong ability to leverage data to produce insights - with a track record of putting those insights into motion.
  • Take the lead in annual and mid-year planning processes, aligning team objectives with company goals and priorities.
  • Act as the connective tissue between teams, leveraging cross-functional expertise to drive holistic adoption and retention initiatives.
  • Serve as the point of contact for major cross-functional launches, ensuring seamless coordination and alignment.
  • Willingness to be both strategic and also get into the weeds to drive success.

Experience

  • 8+ years of relevant work experience in operating roles at growing startups, biz ops roles, and/or consulting with business problem solving training.
  • 2+ years leading other managers, setting strategic vision, and empowering high-performance teams.
  • Prior experience working with customer-facing teams.
  • Experience with SaaS and SMBs. Fintech a plus

Compensation

Our compensation range for this role is $144,000 to $169,000 in Denver and most remote locations and $169,000 - $199,000 in San Francisco and New York. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

Location and Travel

Gusto has physical office spaces in Denver, San Francisco, and New York City. All Gusto roles posted in these metro areas come with the expectation of working from the office on designated days approximately 2 days per week (or more depending on role and business travel expectations). 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 role would include travel (~1x/month).


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, Gusto's 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.


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 it's 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. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.