Expansion Account Manager

You will own customer relationships and drive account expansion within a dedicated Book of Business, balancing Sales, Customer Success, and Account Management skills. You will manage a large portfolio of accounts at scale, build and nurture relationships to uncover cross-sell and upsell opportunities, and guide customers through key moments of their journey to maximize value and proactively reduce churn. You will identify and execute on growth opportunities, own outbound prospecting, pitching, and closing within existing accounts, conducting around 20 outbound dials and holding about 6 customer meetings each day. You will use AI-powered workflows as a core part of how you sell, leverage customer data to assess account health, prioritize the highest-impact opportunities, and align with internal teams to deliver best-in-class service and product solutions.

Responsibilities

• Manage a dedicated Book of Business, ensuring high engagement, adoption, and long-term customer satisfaction at scale
• Build and nurture relationships to uncover cross-sell and upsell opportunities
• Guide customers through key moments along the customer journey to maximize value realization, drive expansion, and reduce churn
• Leverage product insights and customer data to assess account health and drive proactive outreach
• Identify and execute on growth opportunities by addressing customer pain points with the product suite
• Own outbound prospecting, pitching, and closing within existing accounts to drive revenue growth
• Conduct approximately 20 outbound dials daily to the current book of business
• Hold around 6 customer meetings each day to support relationship development and expansion revenue goals
• Use AI-powered workflows daily as a core part of selling and provide feedback to improve tools
• Use data-driven insights to prioritize accounts and focus on the highest-impact opportunities
• Align with internal teams to ensure customers receive best-in-class service and product solutions

Requirements

• 3+ years experience in B2B SaaS Customer Success, Account Management, or Sales with a track record of driving retention and expansion revenue
• Experience managing a large book of business and operating at scale
• Strong ability to analyze customer data, assess account health, and execute targeted outreach
• Excellent relationship management and communication skills with a consultative, customer-first approach
• Deep understanding of Gusto's products and ability to translate customer pain points into tailored solutions
• Strategic mindset with the ability to prioritize, adapt, and execute in a fast-paced environment
• Proven day-to-day experience integrating AI into workflows across writing, research, prep, and summarization

Benefits

• Competitive base pay
• Benefits
• Equity (RSUs)