Customer Onboarding Manager

About Gusto

At Gusto, we’re on a mission to grow the small business economy. We handle the hard stuff—like 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’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, 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 Gusto’s benefits business by ensuring our customers have a seamless transition to their new plans.

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 most—their people and their business. We are actively working to integrate AI tooling to enhance our processes and customer interactions, and we’re excited to bring in a leader who can help accelerate this evolution.

• 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 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 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.

Our cash compensation amount for this role is $74,285/yearly – $91,000/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 p…