Partner Success Manager

About Gusto

Gusto is dedicated to empowering small businesses by managing payroll, health insurance, 401(k)s, and HR processes—allowing entrepreneurs to concentrate on their core business and customers. With offices in Denver, San Francisco, and New York, Gusto supports over 500,000 small businesses across the United States and cultivates an inclusive workplace reflecting its diverse clientele.

All full-time team members receive competitive base pay, equity (RSUs), and benefits as part of Gusto's Total Rewards philosophy, with compensation determined based on role, level, and location. Artificial intelligence (AI) is embedded in Gusto's workflows; employees are expected to actively incorporate AI tools relevant to their roles and improve their fluency over time. AI competency requirements vary according to position and will be evaluated during the hiring process.

Role Overview

The Partner Success Manager will play a critical role in expanding Gusto’s footprint within the accounting sector, focusing on the firm's largest and most strategic accounting partners. This position transcends traditional support roles by helping to define and scale Gusto’s enterprise partner success initiatives alongside leadership, establishing industry best practices and driving significant growth.

The manager will collaborate directly with C-suite executives, senior practice leaders, and key decision-makers in large regional and national accounting firms. Acting as a trusted strategic advisor, they will gain a comprehensive understanding of each firm's operations, pain points, and objectives, guiding them in maximizing value from GustoPro to boost efficiency, enhance client services, and expand their practices.

This opportunity suits candidates comfortable with ambiguity, juggling diverse responsibilities, and contributing to the creation of systems, procedures, and programs within a dynamic environment.

Key Responsibilities

• Establish and nurture strong relationships with senior stakeholders at major accounting firms to ensure full realization of GustoPro’s benefits.
• Manage onboarding processes and provide customized training tailored to firm-specific workflows and requirements.
• Conduct on-site visits to partners, leading face-to-face meetings and effectively utilizing onsite technologies.
• Plan and implement strategies to increase adoption and engagement of GustoPro across enterprise firms.
• Collaborate with partners on the creation of co-branded materials, case studies, and resources highlighting successful usage and best practices.
• Advise leadership within partner firms on using GustoPro strategically to enhance operational efficiency and stimulate growth.
• Work closely with Enterprise Account Managers to develop and execute integrated success plans ensuring seamless onboarding, ongoing support, and growth prospects.
• Partner cross-functionally with Sales, Marketing, and Product teams to address partner needs and communicate actionable insights.
• Monitor partnership performance indicators and formulate strategies to optimize outcomes and returns on investment.
• Represent enterprise partner perspectives internally to influence product and service improvements.
• Contribute to the design and refinement of partner programs aimed at large accounting firms.
• Maintain current knowledge of accounting industry trends, regulatory requirements, and GustoPro’s product developments.
• Incorporate AI-enhanced workflows in daily tasks including research, writing, preparation, and summarization while providing clear feedback to improve tools and processes.

Required Qualifications

• At least six years' experience in partner management, account management, or customer success roles focused on enterprise clients.
• Minimum of four years in direct customer-facing positions.
• Preferably two or more years collaborating closely with sales teams.
• Willingness to travel extensively, up to 50% during peak periods and approximately 25% in quieter times.
• Strong familiarity with the accounting firm ecosystem, including common business models, challenges, and technology requirements.
• Outstanding communication, presentation, and interpersonal skills.
• Exceptional listening and empathetic communication capabilities.
• Analytical mindset with strong strategic problem-solving skills.
• Ability to quickly grasp complex products and position oneself as a credible advisor.
• Comfortable working independently while effectively collaborating across teams.
• Thrives in fast-changing environments.
• Experience with tools such as Salesforce, Tableau, Learning Management Systems, and other CRM, analytics, and success software.
• A builder mentality eager to shape and scale partner success programs.
• Proven integration of AI into daily workflows including writing, research, preparation, and summarization, accompanied by constructive feedback for continuous tool enhancement.

Compensation and Work Conditions

The on-target earnings for this role range between $173,000 and $185,000 in Denver and remote locations, and $204,183 to $217,500 in San Francisco and New York. Compensation is typically structured as 80% base salary and 20% commission, with an uncapped commission plan. Final pay is influenced by factors such as location, experience, and expertise.

Gusto maintains offices in Denver, San Francisco, and New York City. Employees based in these locations are expected to work onsite approximately 2-3 days per week, varying by role. Similar office attendance is expected for employees of Symmetry, Gusto's subsidiary, based in Scottsdale.

Remote work requires a reliable, secure, and consistent internet connection on non-office days.

Diversity and Inclusion

Gusto embraces diversity and inclusion by hiring individuals from diverse backgrounds, strengthening the organization and reflecting its customer base. The company is an equal opportunity employer, prohibits discrimination in hiring decisions based on protected characteristics, and provides reasonable accommodations for individuals with disabilities and veterans throughout the hiring process.

Privacy and Security

Gusto is committed to safeguarding applicant personal information, adhering to privacy policies throughout hiring processes.