Note: The job is a remote job and is open to candidates in USA. Gusto provides payroll, health insurance, 401(k), and HR solutions to small businesses. The Expansion Account Manager owns a post-sale book of business, driving customer adoption, retention, value realization, and expansion revenue through consultative selling, pipeline development, and end-to-end account management.
Responsibilities
- Manage a dedicated Book of Business, ensuring high engagement, adoption, and long-term customer satisfaction at scale
- Guide customers through key moments in their journey to maximize value realization, drive expansion, and proactively reduce churn
- Run structured account/business reviews that drive platform adoption and surface real expansion opportunities
- Multi-thread relationships beyond a single champion to protect and grow the account
- Carry a Net Dollar Retention and expansion revenue quota for your book
- Build and own your expansion pipeline, identifying and executing for both growth and improved featured adoption and retention
- Adopt a value-based, consultative selling approach, building the case for expansion around the customer's needs
- Own the deal end to end: prospecting, pitching, negotiating, closing, and retaining your existing accounts
- Consistently meet or exceed a blended retention + expansion quota
- Maintain organized visibility across your book of business — accurately forecasting churn risk and expansion revenue, prioritizing where to focus on building and retaining accounts, and reporting clearly on pipeline to leadership
- Use account health and usage data to prioritize your book, spot churn signals early, and drive targeted, proactive outreach
- Use AI tools and workflows day-to-day for research, prep, account planning, and reporting, as a core part of how you operate
Skills
- 5+ years in a high-volume, quota-carrying customer-facing role (Account Management, or Sales)
- Preferably in B2B SaaS, with a retention/expansion mandate rather than primarily new-logo acquisition
- Proven track record of driving retention and expansion revenue, with experience managing a large Book of Business and operating at scale
- Skilled in value-based, consultative selling, able to build a customer-specific ROI case for expansion, with strong deal management and closing execution
- Experience running structured account/business reviews that drive adoption, deliver value realization and surface further account optimization opportunities
- Strong business and sales acumen, genuinely driven by quota and revenue outcomes, with the analytical ability to assess account health, spot churn signals early, and forecast churn risk and expansion revenue
- Excellent relationship management, including multi-threading beyond a single champion, and the ability to tell a clear, data-backed story to customers and internally
- A strategic mindset with the ability to prioritize across a large book and execute in a fast-paced environment
- Proven, day-to-day experience integrating AI into how you work, research, prep, account planning, and reporting, as a core part of your workflow, not an occasional tool
- Preferably in B2B SaaS
Benefits
- Benefits for all full-time employees
- Equity (RSUs) for all full-time employees
Company Overview
Company H1B Sponsorship