Benefits Customer Onboarding Leader

Benefits Customer Onboarding Leader

At Gusto, we're on a mission to grow the small business economy. We handle the hard stufflike payroll, health insurance, 401(k)s, and HRso 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 Total Rewards philosophy.

Gusto is seeking a customer-obsessed leader to transform a critical stage of our Benefits customer journey : onboarding. This is a unique opportunity to move beyond traditional operations and solve core business challenges, directly impacting customer retention and success from day one. We are looking for a hands-on change champion who can coach a high-performing team on the front lines while also providing the strategic vision to build a truly value-driven customer experience.

The Onboarding Advocate team is passionate about setting customers up for success with health benefits. We are the first point of contact after the sale and are responsible for ensuring a smooth, confident, and value-driven onboarding experience. By seamlessly managing the complexities of health benefits, we enable our customers to focus on what matters mosttheir people and their business.

Here's what you'll do day-to-day :

• Coach and Develop a High-Performing, Motivated Team : Directly empower a team of Onboarding Advocates, providing consistent performance feedback and clear career development. Celebrate progress, foster psychological safety, and invest in the personal and professional growth of your team members.
• Champion Value-Driven Onboarding : Lead and inspire your team to move beyond task completion, focusing on delivering successful outcomes that create immediate and lasting value for our customers.
• Drive Improvements to Core Business Metrics : Take a leadership role in analyzing and solving key business challenges, such as new customer churn, by identifying root causes and implementing strategies to improve customer retention from day one.
• Manage to SLAs and Customer Outcomes : Champion our SLA / SLO framework, using data to manage team performance, identify customer friction points, and ensure we are delivering on our promises in a timely and high-quality manner.
• Partner Cross-Functionally : Build a strong, collaborative relationship with our upstream and downstream partners to ensure a seamless customer handoff, improve qualification processes, and create a unified customer experience.

Here's what we're looking for :

Our cash compensation amount for this role is $86,000 / yearly - $113,000 / yearly in Denver, Phoenix, Chicago and Las Vegas. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

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.

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.