Technical Enterprise Client Success Manager - Symmetry

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & 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. What we are looking for: We need a technical and relationship-driven professional passionate about ensuring enterprise clients achieve exceptional outcomes with Symmetry's payroll compliance solutions. You'll own the complete post-sale journey from implementation through adoption and retention, serving as both technical advisor and client advocate. This role combines hands-on technical expertise with proactive relationship management to deliver measurable results in client satisfaction, product adoption, and retention. You'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. What you'll be doing:

Client Partnership & Implementation

• Own and manage an enterprise client portfolio as primary technical advisor
• Deliver seamless implementations from kickoff through go-live,

coordinating internal teams and ensuring timely deployment

• Develop deep knowledge of each client's goals and translate them into actionable plans with measurable results
• Engage clients regularly via Zoom,

email, phone, and on-site visits to strengthen relationships and ensure alignment

Adoption & Value Realization

• Drive product adoption with measurable improvements in usage metrics and client health scores
• Conduct technical assessments of API implementations and lead quarterly optimization sessions
• Guide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and Support
• 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.

• Educate clients on best practices to maximize value from Symmetry's solutions

Client Health & Retention

• Monitor client health scores,

usage metrics, and interaction to identify risks early and implement mitigation plans

• Provide prompt,

professional responses to inquiries ensuring fast resolution and strong confidence

• Support renewal readiness and risk mitigation in partnership with Account Manager

Operational Excellence

• Identify process improvements that reduce implementation time and increase team capacity
• Leverage AI tools and automation to streamline reporting,

communication, and coordination

• Maintain thorough documentation in CRM and ticketing systems
• Collaborate with Sales,

Product, Engineering, and Support to address issues and drive continuous improvement

Experience & Requirements:

Required Background:

• Bachelor's degree or equivalent combination of education and experience
• 5+ years in Client Success,

Account Management, or Implementation Management in B2B SaaS

• Proven track record managing enterprise portfolios and guiding retention,

adoption, and satisfaction

• Experience project managing complex software implementations from kickoff through go-live
• Technical aptitude to understand API/SDK integrations,

conduct assessments, and troubleshoot issues

• Payroll or HR technology experience preferred but not required.

Core Skills:

• Strong technical acumen combined with relationship-building skills.
• Excellent communication skills both written & verbal.
• Proactive problem-solving mindset.
• Analytical thinking & organizational skills.
• Client-first orientation & teamwork spirit.

Technology Experience:

• Familiarity with API/SDK architecture & integration patterns.
• Experience using API testing tools such as Postman or similar.
• CRM systems experience (NetSuite or Salesforce preferred).
• Customer success platforms like Catalyst or Gainsight a plus.
• Project management tools such as Jira or Asana knowledge preferred.
• Proficiency in Google Workspace applications (Docs/Sheets/Slides).
• Comfortable using virtual meeting platforms like Zoom.
• Experience leveraging generative AI tools for automation preferred.

Compensation:

Targeted cash compensation $121K-$149K per year (Scottsdale).

Work Location:

Hybrid work model; office presence expected 2–3 days per week at Denver/San Francisco/San Jose/New York City offices for Gusto employees; Scottsdale office for Symmetry roles.

Equal Opportunity Employer Statement:

gusto is an equal opportunity employer committed to diversity & inclusion.

Application Process:

details include required fields & voluntary self-identification questions related to demographics & disability status.