Benefits Customer Onboarding Manager

About Gusto

At Gusto were 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 were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role:

Gusto is seeking a customer-obsessed tactical leader for our Onboarding Advocate (OA) team. As a People Empowerer (PE) you will be a hands-on coach to a pod of Advocates ensuring your team provides small business owners and their employees with a world-class health insurance onboarding experience.

Your primary focus is driving team performance by consistently meeting productivity and quality targets proactively removing tactical hurdles and coaching your team to excellence. You will play a critical role in scaling Gustos benefits business by ensuring our customers have a seamless transition to their new plans.

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 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. We are actively working to integrate AI tooling to enhance our processes and customer interactions and were excited to bring in a leader who can help accelerate this evolution.

Heres what youll do day-to-day:

• Drive Operational Excellence: Manage the daily health of your teams funnel ensuring all customer milestones and SLAs are met with urgency and accuracy.
• Empower & Coach:Provide regular coaching and performance management (via 1:1s and monthly reviews) focused on technical mastery customer-centricity and hitting KPIs.
• Remove Roadblocks: Act as the first point of contact for tactical blockers. You will serve as the escalation point in day-to-day execution to ensure your team never feels stuck.
• Promote Inclusive Growth: Create a psychologically safe and inclusive environment where diverse perspectives are valued and team members feel empowered to do the best work of their lives.
• Iterate on Process: Constantly analyze team performance data to identify and solve for moments of customer pain or internal friction refining processes to make them simpler more efficient and in direct service to the customer experience.
• Partner Cross-Functionally: Collaborate closely with upstream Advisory and downstream Fulfillment partners to ensure clean handoffs and a unified customer experience.

Heres what were looking for:

• 1-2 years of people management experience in customer success onboarding renewals or a similar customer-facing operations role.
• A true passion for coaching and developing individual contributors into high-performing engaged team members.
• Exceptional verbal and written communication skills with the ability to deliver feedback that is both direct and supportive.
• Strong operational skills with a proactive approach to process improvement and a track record of driving process optimization efforts that improve the customer experience.
• Eager to leverage AI-powered tools to enhance team efficiency and customer outcomes with a commitment to developing your teams AI fluency.
• Experience in the health insurance and benefits space is a strong plus. You understand the unique challenges of small business customers and have an interest in scaling processes to support higher-value segments.

Our cash compensation amount for this role is $74285/yearly - $91000/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 Gustos 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 its 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.

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