Technical Enterprise Client Success Manager - Symmetry

Technical Enterprise Client Success Manager – Symmetry

Join Gusto, a mission‑driven company that supports more than 400,000 small businesses, as we grow the small business economy by handling payroll, health insurance, 401(k) s, and HR for our clients. Symmetry Software, a subsidiary of Gusto, powers the payroll infrastructure for software and payroll platforms, enabling the paychecks of over 64 million workers each year. As a Technical Enterprise Client Success Manager (Symmetry), you will own the complete post‑sale journey for enterprise clients—from implementation through adoption and retention—serving as both technical advisor and client advocate.

This post‑sale technical success role combines hands‑on technical expertise with proactive relationship management to deliver measurable results in client satisfaction, product adoption, and retention.

• Own and manage an enterprise client portfolio as the 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 maintain alignment.
• 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 troubleshoot issues in collaboration with Implementation Engineers and Support.
• Educate clients on best practices to maximize value from Symmetry’s solutions.
• Monitor client health scores, usage metrics, and interactions 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 Managers.
• 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.

• 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.
• Track record leveraging data and metrics to drive client outcomes and operational efficiency.
• Experience in payroll, HR tech, or compliance technology strongly preferred.
• Proven technical acumen and ability to translate capabilities into business value.
• Extraordinary relationship‑building skills to advise enterprise stakeholders on technical and business outcomes.
• Outstanding communication skills, simplifying complex technical concepts.
• Proactive, ownership‑driven mindset with accountability for results.
• Keen analytical and critical thinking with comfort in qualitative and quantitative analysis.
• Excellent organizational and project management skills managing multiple priorities.
• Client‑first orientation committed to delivering measurable value.
• Collaborative team player thriving in cross‑functional partnerships.
• Demonstrated ability to leverage AI and automation for efficiency.
• Continuous learning mindset staying current on product innovations.
• Experience with API/SDK architecture, RESTful APIs, and integration concepts.
• Ability to read API documentation and guide clients through technical implementation.
• Experience with API testing tools (Postman or similar) for client troubleshooting.
• Proficiency with CRM systems (Net Suite, Salesforce, or comparable).
• Experience with customer success platforms (Catalyst, Gainsight, Churn…