Technical Enterprise Client Success Manager - Symmetry

<div class="content-intro"><p style="line-height: 1.2;">&nbsp;</p> <hr> <p><strong>About Gusto</strong></p> <p>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 400,000 small businesses nationwide and are building a workplace that reflects the people we serve.</p> <p>&nbsp;<br>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<a href="https://gusto.com/about/careers/total-rewards" target="blank"> <u>Total Rewards philosophy</u></a>.</p> <p>&nbsp;<br>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.</p></div><div class="p" data-block="true" data-editor="cnsj6" data-offset-key="637gr-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="637gr-0-0"><span style="font-weight: 400;">Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software &amp; payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.</span>&nbsp;</div> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="637gr-0-0">&nbsp;</div> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="637gr-0-0"><strong><span data-offset-key="637gr-0-0"><span data-text="true">What we are looking for:</span></span></strong></div> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="637gr-0-0">&nbsp;</div> </div> <div class="p" data-block="true" data-editor="cnsj6" data-offset-key="eftjq-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="eftjq-0-0"><span id="popover-trigger-:r10e:" class="chakra-text css-bcri66"><span data-offset-key="eftjq-0-0"><span data-text="true">We need a technical and relationship-driven professional </span></span></span><span id="popover-trigger-:r10g:" class="chakra-text css-1h4n5cs"><span data-offset-key="eftjq-1-0"><span data-text="true">passionate</span></span></span><span id="popover-trigger-:r10i:" class="chakra-text css-bcri66"><span data-offset-key="eftjq-2-0"><span data-text="true"> about ensuring enterprise clients achieve </span></span></span><span id="popover-trigger-:r10k:" class="chakra-text css-1j6t0d7"><span data-offset-key="eftjq-3-0"><span data-text="true">exceptional</span></span></span><span id="popover-trigger-:r10m:" class="chakra-text css-bcri66"><span data-offset-key="eftjq-4-0"><span data-text="true"> outcomes with Symmetry's payroll compliance solutions.</span></span></span><span data-offset-key="eftjq-5-0"><span data-text="true"> You'll own the complete post-sale journey from implementation through adoption and retention, serving as both technical advisor and client advocate. </span></span><span id="popover-trigger-:r10o:" class="chakra-text css-bcri66"><span data-offset-key="eftjq-6-0"><span data-text="true">This role combines hands-on technical expertise with </span></span></span><span id="popover-trigger-:r10q:" class="chakra-text css-1j6t0d7"><span data-offset-key="eftjq-7-0"><span data-text="true">proactive</span></span></span><span data-offset-key="eftjq-8-0"><span data-text="true"> relationship management to deliver measurable results in client satisfaction, product adoption, and retention. You</span></span><span data-offset-key="eftjq-10-0"><span data-text="true">'ll manage an enterprise client portfolio, conduct technical assessments, lead optimization sessions, and guide clients through complex integrations alongside our Implementation Engineer. The ideal candidate leverages AI and automation to scale impact while maintaining deep client relationships that drives long-term value. This is a post-sale technical success role focused on implementation excellence, adoption, and retention. While you'll collaborate with Account Management on growth opportunities, your primary focus is ensuring clients realize maximum value from their investment.</span></span></div> </div> <p><strong>What you'll be doing:</strong></p> <p><strong>Client Partnership &amp; Implementation</strong></p> <ul> <li>Own and manage an enterprise client portfolio as primary technical advisor</li> <li>Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment</li> <li>Develop deep knowledge of each client's goals and translate them into actionable plans with measurable results</li> <li>Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment</li> </ul> <p><strong>Adoption &amp; Value Realization</strong></p> <ul> <li>Drive product adoption with measurable improvements in usage metrics and client health scores</li> <li>Conduct technical assessments of API implementations and lead quarterly optimization sessions</li> <li>Guide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and Support</li> <li>Serve as the first technical point of contact for enterprise clients during implementation and post–go-live, owning technical triage and driving resolution with Implementation and Support.</li> <li>Educate clients on best practices to maximize value from Symmetry's solutions</li> </ul> <p><strong>Client Health &amp; Retention</strong></p> <ul> <li>Monitor client health scores, usage metrics, and interaction to identify risks early and implement mitigation plans</li> <li>Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence</li> <li>Support renewal readiness and risk mitigation in partnership with Account Manager</li> </ul> <p><strong>Operational Excellence</strong></p> <ul> <li>Identify process improvements that reduce implementation time and increase team capacity</li> <li>Leverage AI tools and automation to streamline reporting, communication, and coordination</li> <li>Maintain thorough documentation in CRM and ticketing systems</li> <li>Collaborate with Sales, Product, Engineering, and Support to address issues and drive continuous improvement</li> </ul> <p><strong>Experience &amp; Requirements:</strong></p> <p><strong>Required Background:</strong></p> <ul> <li>Bachelor's degree or equivalent combination of education and experience</li> <li>5+ years in Client Success, Account Management, or Implementation Management in B2B SaaS</li> <li>Proven track record managing enterprise portfolios and guiding retention, adoption, and satisfaction</li> <li>Experience project managing complex software implementations from kickoff through go-live</li> <li>Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues</li> <li>Track record leveraging data and metrics to drive client outcomes and operational efficiency</li> <li>Experience in payroll, HR tech, or compliance technology strongly preferred</li> </ul> <p><strong>Core Skills &amp; Attributes:</strong></p> <ul> <li>Proven technical acumen with ability to translate capabilities into business value</li> <li>Extraordinary relationship-building skills to advise enterprise stakeholders on technical and business outcomes</li> <li>Outstanding communication skills with ability to simplify complex technical concepts</li> <li>Proactive, ownership-driven mindset with accountability for results</li> <li>Keen analytical and critical thinking with comfort in qualitative and quantitative analysis</li> <li>Great organiz