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Gusto is seeking a manager to lead the Benefits Advising team's renewals organization. You will oversee a team of 10-15 licensed benefits advisors and specialists, empowering them to deliver exceptional customer experiences while driving retention, revenue growth, and operational excellence.
In this role, you'll manage the full lifecycle of small group health insurance renewals for small business customers, including fully insured, level-funded, and PEO models. You'll provide regular coaching and performance management through 1:1s and monthly reviews, focusing on technical mastery, customer-centricity, and KPI achievement.
Key responsibilities include:
- Driving customer retention and revenue expansion through consultative renewal and upsell strategies
- Using customer feedback and data to identify process improvements and evolve the customer experience
- Leading cross-functional initiatives with Product, Carrier Operations, Sales, and other customer experience teams
- Managing change and fostering a culture of trust, feedback, and continuous learning aligned with Gusto's values
- Championing AI integration by identifying high-impact opportunities and coaching your team to build AI fluency
- Acting as the voice of advisors, surfacing feedback to improve tooling, training, and workflows
You'll need 4-6 years of formal leadership experience in benefits advisory, customer success, renewals, or a similar field. Direct experience with small group health insurance is required. You should be an analytical, strategic thinker who can translate data into actionable insights, with strong operational skills and a proactive approach to process improvement. Experience evaluating and adopting AI tools to improve productivity and customer retention is valued.
Gusto supports over 500,000 small businesses with payroll, health insurance, 401(k)s, and HR services. The company offers competitive base pay, benefits, and equity (RSUs) for all full-time employees. Teams are based in Denver, San Francisco, and New York.
