Benefits Customer Onboarding Leader - job 1 of 2
Skills
- 3-5+ years people management in customer success, onboarding, renewals, or similar
- Proven coaching and talent development ability
- Experience analyzing and improving retention and CSAT metrics
- Strong operational and process-improvement skills
- Comfort working with SLAs/SLOs and performance dashboards
- Cross-functional collaboration with Sales and GTM teams
- Analytical mindset; translates data into clear priorities
- Familiarity or willingness to leverage AI tools to improve outcomes
Responsibilities
- Coach, mentor, and develop a team of Onboarding Advocates with regular feedback and career growth plans
- Shift the team from task completion to value-driven onboarding that accelerates customer time-to-value
- Analyze onboarding and retention metrics (churn, cancel rate, CSAT, time-to-value) and implement targeted improvements
- Manage team performance using SLAs/SLOs, operational dashboards, and data-driven interventions
- Partner closely with Sales and other Go-To-Market and product teams to improve qualification and handoff processes
- Drive process improvements and operational initiatives to scale onboarding efficiency and quality
- Lead change in ambiguous environments with clear communication and resilience
- Adopt and champion AI-powered tools to boost team efficiency and customer outcomes
Education
- Bachelor's degree preferred but not required; equivalent professional experience accepted
- Relevant certifications (customer success, project management, analytics) are a plus
- Commitment to continuous learning and team development
Benefits
- Cash compensation range: $86,000 - $113,000/year (location and experience dependent)
- Hybrid work with office expectations (approx. 2-3 days/week in-office where applicable)
- Total Rewards philosophy with competitive benefits (health, 401(k), and other offerings per company policy)
- Career development and coaching-focused culture
- Inclusive, equal-opportunity workplace and accommodations during hiring
Average salary estimate
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Gusto was founded in 2011. This company provides payroll processing and employee benefits services. Their headquarters are located in San Francisco, California.
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