Gusto
Benefits Customer Onboarding Leader
Join Gusto as a customer‑obsessed leader to transform a critical stage of our Benefits customer journey: onboarding. This unique opportunity moves beyond traditional operations and solves core business challenges, directly impacting customer retention and success from day one.
About Gusto At Gusto, we're on a mission to grow the small business economy. We handle payroll, health insurance, 401(k)s, and HR so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses across the country.
About the Team 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 ensure a smooth, confident, and value‑driven onboarding experience.
Day‑to‑Day Responsibilities
Coach and develop a high‑performing, motivated team.
Champion value‑driven onboarding and focus on successful outcomes.
Drive improvements to core business metrics, such as new customer churn.
Manage SLAs and customer outcomes using data to identify friction points.
Partner cross‑functionally to ensure seamless handoff and unified experience.
Qualifications
3‑5+ years of people management experience in customer success, onboarding, renewals, or similar role.
Passion for coaching and developing contributors into high‑performing engaged team members.
Experience analyzing and improving customer retention metrics (e.g., churn, cancel rate, CSAT, time‑to‑value).
Strong operational skills and proactive process improvement track record.
Ability to partner effectively with Sales or GTM teams to improve the customer lifecycle.
Analytical and strategic thinker who translates data into actionable insights.
Experience leading through ambiguity and change with clear communication and positive attitude.
Eager to leverage AI‑powered tools to enhance team efficiency.
Experience in health insurance and benefits space is a strong plus.
Compensation Base salary: $86,000–$113,000 per year (Denver, Phoenix, Chicago, Las Vegas).
Office Expectations Employees based in Denver, San Francisco, or New York are expected to work from the office approximately 2–3 days per week (or more depending on role).
Equal Opportunity Employer Gusto is a proud equal opportunity employer that embraces the strength that comes from a community of diverse backgrounds. Gusto hires great people from a wide variety of backgrounds, not only because it is the right thing to do but because it makes our company stronger. Gusto is 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.
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About Gusto At Gusto, we're on a mission to grow the small business economy. We handle payroll, health insurance, 401(k)s, and HR so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses across the country.
About the Team 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 ensure a smooth, confident, and value‑driven onboarding experience.
Day‑to‑Day Responsibilities
Coach and develop a high‑performing, motivated team.
Champion value‑driven onboarding and focus on successful outcomes.
Drive improvements to core business metrics, such as new customer churn.
Manage SLAs and customer outcomes using data to identify friction points.
Partner cross‑functionally to ensure seamless handoff and unified experience.
Qualifications
3‑5+ years of people management experience in customer success, onboarding, renewals, or similar role.
Passion for coaching and developing contributors into high‑performing engaged team members.
Experience analyzing and improving customer retention metrics (e.g., churn, cancel rate, CSAT, time‑to‑value).
Strong operational skills and proactive process improvement track record.
Ability to partner effectively with Sales or GTM teams to improve the customer lifecycle.
Analytical and strategic thinker who translates data into actionable insights.
Experience leading through ambiguity and change with clear communication and positive attitude.
Eager to leverage AI‑powered tools to enhance team efficiency.
Experience in health insurance and benefits space is a strong plus.
Compensation Base salary: $86,000–$113,000 per year (Denver, Phoenix, Chicago, Las Vegas).
Office Expectations Employees based in Denver, San Francisco, or New York are expected to work from the office approximately 2–3 days per week (or more depending on role).
Equal Opportunity Employer Gusto is a proud equal opportunity employer that embraces the strength that comes from a community of diverse backgrounds. Gusto hires great people from a wide variety of backgrounds, not only because it is the right thing to do but because it makes our company stronger. Gusto is 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.
#J-18808-Ljbffr