Head of Client Experience, Symmetry

About Gusto

At Gusto were 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 400000 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.

Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.

About the Role:

We are searching for a transformational leader and technical builder who is motivated about reimagining client experience in an AI-native Head of Client Experience will design and execute a vision of how best to serve and delight our clients now and into the future.

About the Team:

The Client Experience team made up of the Support Enablement and Client Success teams accelerates our clients time to value on our products by helping them get up and running quickly providing timely and accurate communication and ensuring they know how to quickly and easily get the most of our products and services.

Striking the right balance of technology and humanity this role partners closely with our CEO to drive Symmetrys AI transformation both within our Client Experience (CX) organization and across the company. Youll define what agentic-powered client experience looks like at Symmetry and most importantly execute that vision alongside your team. The right person leads transformation and drives outcomes for the betterment of our clients and team ensuring that the human touch and client empathy is front and center.

Heres what youll do day-to-day:

Agentic CX & Enablement

• Set the vision for CX at Symmetry - define agentic client experience with a balance of technology and human judgment enabling a content strategy that delivers customer value
• Build toward 24/7 AI-powered support where clients get what they need through intelligent agents
• Partner with Product and Engineering as a technical collaborator shaping how our AI products integrate with client workflows
• Drive and measure client satisfaction through both AI and human interactions

Team Leadership & Development

• Lead approximately 10 people across Software Support Enablement and Client Success including managers and individual contributors
• Lead coach and develop team members to high performance standards

Technical Execution & Operational Excellence

• Use the same tools as your team including debuggers log files and client environments
• Enhance team efficiency with AI and automation
• Bring operational rigor to fundamentals including response time expectations escalation policies and documentation standards

Executive Partnership & Client Engagement

• Serve as a member of senior leadership helping guide overall business strategy and staying synchronized with company-wide transformation
• Act as a technical bridge between CX Product and Engineering bringing client insights to product decisions
• Build relationships with key enterprise clients to gather feedback on AI adoption and represent Symmetrys CX vision externally while bringing industry perspective back to the organization

Heres what were looking for:

• 10-15 years in client experience technical support developer relations or a related client-facing function in B2B SaaS API products or developer-focused software
• 4 years leading teams including managing managers with a demonstrated track record of executing operational or organizational transformation
• Demonstrated history of building and shipping AI-powered tools workflows or client experiences beyond using AI for just chat

Core Skills & Attributes:

• Technical builder mindset with the ability to quickly understand complex products and connect the dots across systems use cases and client needs
• Proven AI fluency: youve personally built transformative AI solutions and championed AI adoption on teams youve led
• Extraordinary execution and leadership: you translate vision into milestones and outcomes delegate well and hold yourself and others accountable to results
• Transformational change management and strategic leadership: You can explain why decisions are made. You help teams deal with uncertainty. You work well with the CEO and senior leadership on company strategy. You focus on improving the business as much as you focus on daily operations.
• High bar for performance combined with project management: you develop people scope work plan delivery and manage to outcomes

Technology Experience:

• Hands-on experience with AI development tools (Claude Code Cursor GPT or similar)building not just prompting
• Comfort with technical troubleshooting tools log analysis and debugging workflows
• Awareness with both emerging AI-powered CX platforms (Sierra Decagon Intercom AI etc.) and traditional platforms (Zendesk Salesforce NetSuite or similar)
• Working knowledge of API/SDK architecture and RESTful APIs including the ability to read API documentation and use testing tools like Postman for client troubleshooting
• Proficiency with productivity and collaboration tools (Google Workspace project management software)

Nice to Have:

• Background as Head of Developer Relations Solutions Engineering or Technical Support leadership
• Experience scaling a growth-stage company beyond $100M in revenue
• Experience in payroll HR tech tax or compliance software (not requiredyou can learn our domain)

Our cash compensation amount for this role is targeted at $181000/yr- $211000/yr in Scottsdale. Final offer amounts are determined by multiple factors including candidate 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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