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You’ll be the single point of contact for a book of high‑value customers, handling inbound and outbound phone, email, and Google Meet interactions while providing expert support for payroll and benefits inquiries. You’ll also leverage AI‑assisted tools to accelerate research and communication, ensuring accuracy and compliance.
6+ years of customer experience with at least 1 year in payroll and 2 years in account management, strong product knowledge, and fluency with Salesforce, Google Suite, Zoom/Google Meet, and AI‑assisted tools.
The role builds trust and loyalty with Gusto’s most valuable businesses, directly reducing churn risk and feeding customer insights that shape product decisions and the company’s growth.
A proactive, relationship‑focused problem‑solver who can synthesize complex topics, think creatively in ambiguous situations, and comfortably use AI to streamline work while maintaining compliance.
About Gusto
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 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
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 Total Rewards philosophy.
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.
As a Premier Account Partner, you will act as the single point of contact for all support inquiries, enhancing their user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, partner cross-functionally, move quickly to strategize and creatively solve problems, act as their advocate internally to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership. You’ll address and solve real problems and deliver an exceptional customer experience to some of our most valued companies to build trust and loyalty to Gusto for the book of business.
This role requires leveraging AI-assisted tools to accelerate research and communication by demonstrating fluency in delegating repetitive work, crafting structured prompts, and critically reviewing outputs for accuracy, tone, and empathy, all while consistently applying compliance and data-privacy guardrails, delivering measurable efficiency gains, and exercising sound judgment on when to avoid AI or escalate edge cases.
The Premier Account Partner team is a segment of our Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customer accounts, serving as product experts, and providing trusted and efficient service.
Our cash compensation range for this role is $29.65/hr to $35.58/hr in Atlanta and $27.65/hr to $33.18/hr in Phoenix. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Reliable, consistent presence: We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
