Customer Onboarding Manager

Overview

Denver, CO;
Las Vegas, NV;
Chicago, IL;
Phoenix, AZ

About Gusto

At Gusto, we help small businesses grow by handling payroll, health insurance, 401(k) s, and HR so owners can focus on their craft and customers. We support more than 400,000 small businesses across the country and are 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 the Onboarding Advocate (OA) team. As a People Empowerer (PE), you will coach a pod of Advocates to deliver a world-class health insurance onboarding experience for small business owners and their employees.

Your primary focus is driving team performance by meeting productivity and quality targets, removing tactical hurdles, and coaching your team to excellence. You will play a critical role in scaling Gusto’s benefits business by ensuring customers transition smoothly to their new plans.

About the Team

The Onboarding Advocate team sets customers up for success with health benefits. We are the first post-sale contact and ensure a smooth, confident, value-driven onboarding experience. We manage health benefits complexities so customers can focus on their people and business. We are integrating AI tooling to enhance processes and interactions, and seek a leader to accelerate this evolution.

Responsibilities (day-to-day)

• Drive Operational Excellence: Manage the daily health of your team’s 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 KPI achievement.
• Remove Roadblocks: Act as the first point of contact for tactical blockers and escalation to ensure your team isn’t stalled.
• Promote Inclusive Growth: Create a psychologically safe, inclusive environment where diverse perspectives are valued and team members can do their best work.
• Iterate on Process: Analyze team performance data to reduce customer pain and friction, refining processes for simplicity and efficiency in service to the customer experience.
• Partner Cross-Functionally: Collaborate with upstream Advisory and downstream Fulfillment partners to ensure clean handoffs and a unified customer experience.

Qualifications

• 1-2+ years of people management experience in customer success, onboarding, renewals, or a similar customer-facing operations role.
• A passion for coaching and developing individual contributors into high-performing, engaged team members.
• Exceptional verbal and written communication skills, with the ability to deliver direct yet supportive feedback.
• Strong operational skills with a proactive approach to process improvement and a track record of driving customer-focused process optimization.
• Willingness to leverage AI-powered tools to enhance team efficiency and customer outcomes, with a commitment to developing your team9s AI fluency.
• Experience in the health insurance and benefits space is a strong plus; understanding challenges of small business customers and scaling processes to support higher-value segments.

Compensation & Location

Cash compensation for this role is $74,285/year to $91,000/year in Denver, Phoenix, Chicago, and Las Vegas. Final offer amounts are determined by location, experience, and other factors and may vary from the amounts listed above.

Office & Hybrid Details

Gusto has offices in Denver, San Francisco, and New York City. Employees based in those locations are expected to work from the office on designated days (approximately 2-3 days per week, or more depending on role). Symmetry, Gusto’s subsidiary with an office in Scottsdale, has the same expectations.

Note:

The San Francisco office serves the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable internet connection is required for all workdays.

EEO & Accessibility

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 or related conditions), marital status, ancestry, disability, veteran status, gender identity or expression, sexual orientation, or other protected characteristics. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

If you require a medical or religious accommodation at any time during your candidacy, please contact us.

Application Details

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