Premier Account Partner

Gusto, Inc.•Atlanta, GA

3d•$28 - $36

About The Position

The Premier Account Partner is the single point of contact for support inquiries from a book of high-value customers. The role builds trust and loyalty by providing expert, efficient support for Gusto’s core products, particularly payroll and benefits, and by guiding customers through new product features and proactive education. Account Partners serve as dedicated advisors, understand each customer’s business and preferred communication style, and provide a consistent, exceptional customer experience. The position involves managing customer relationships through inbound and outbound phone, email, and Google Meet interactions; resolving issues; identifying and mitigating churn risk; and partnering across Gusto to address friction and represent customer needs in product decisions and roadmap discussions. Account Partners are expected to exercise sound judgment in ambiguous situations and use AI-assisted tools to accelerate research and communication while reviewing outputs for accuracy, tone, empathy, compliance, and data privacy. The listed cash compensation range is $29.65–$35.58 per hour in Atlanta and $27.65–$33.18 per hour in Phoenix. Offer amounts depend on location, experience, and expertise. Gusto has offices in Denver, San Francisco, and New York City; employees based in those locations are expected to work from the office approximately two to three days per week or more depending on the role. When approved to work elsewhere, employees must have a secure, reliable, and consistent internet connection. Regular and predictable attendance is expected.

Requirements

At least 6 years of customer experience.
At least 1 year of full-time experience in payroll.
At least 2 years of account management experience.
Proven ability to support customers proactively and reactively, driving customer success, satisfaction, and loyalty through expert guidance and creative problem-solving.
Ability to synthesize and clearly communicate complex subjects verbally and in writing to customers and internal partners.
Experience with Salesforce, Zoom or Google Meet, Google Suite, Google Calendar, Gmail, and scheduling tools.
Ability to balance inbound calls, scheduled meetings, and email inquiries while prioritizing multiple high-priority resolutions.
Ability to provide effective, expert, and creative customer resolutions with minimal support, demonstrating agility and critical thinking.
Ownership of churn identification and mitigation, including confidence in retention-focused customer discussions.
Deep payroll knowledge and ability to advocate for solutions that meet customer needs and promote satisfaction.
Ability to meet or exceed goals, deadlines, and commitments.
Ability to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions.
Demonstrated AI fluency in a customer-facing role, including delegating repetitive work, crafting structured prompts, critically reviewing outputs for accuracy, bias, tone, and empathy, and following data-privacy and compliance guardrails.

Responsibilities

Own the customer journey for an assigned book of business by building trust, rapport, and partnership through inbound and outbound phone, email, and Google Meet interactions.
Serve as a dedicated advisor and point of contact, resolving most customer interactions and providing expert support for payroll and benefits inquiries.
Proactively connect with customers to understand their businesses, support needs, processes, and preferred communication styles.
Identify churn risks and provide solutions to mitigate them, using product knowledge and understanding of each customer.
Partner with customers and cross-functional teams to resolve friction, address concerns, and understand team needs and processes.
Use critical thinking and creative problem-solving to respond to ambiguity and stakeholder needs.
Demonstrate product and competitive-landscape knowledge to protect against customer churn.
Use AI-assisted tools to accelerate research and communication while maintaining accuracy, compliance, data privacy, and Gusto’s voice.
Represent customers internally and influence product decisions and the roadmap.