The opportunity
At Gusto, we're 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.
What you'll do
Manage a dedicated book of business of new enterprise and starter 401(k): plans from signing through activation, ensuring timely plan setup and first contribution processing
Serve as the primary point of contact for plan sponsors and administrators: via email, phone, and video — including inbound scheduling through Calendly
Guide employers through pre-ready task dashboards, proactively following up: to prevent stalls and keep plans on track for their plan start date
Monitor and drive performance against key benchmarks including time to: activation, time to ready, CSAT, and average response time
Partner cross-functionally with Sales, Operations, and Legal to resolve setup: issues and align on client expectations
Surface client feedback to product and leadership to inform platform: improvements, and stay current on 401(k) regulations and best practices to provide accurate, confident guidance to employers
What they're looking for
- Use AI tools to streamline workflows, improve client communications, and: increase efficiency across your book of business
- + years of total work experience with 3+ years in client-facing: implementation, account management, or technical onboarding; startup and/or financial services experience a plus
- Proven ability to manage a large, active book of business while staying: organized and proactive across competing priorities
- Deep knowledge in one or more of the following: SaaS, Operations, or Finance; familiarity with 401(k) plans or retirement plan administration is a plus
