About the Role:
The Onboarding Specialist manages the end-to-end onboarding experience for new enterprise 401(k) plans on the Gusto 401(k) platform. This role becomes the dedicated point of contact for plan sponsors and administrators after a new plan signs, guiding them through setup and ensuring first contributions are processed successfully. The ideal candidate is proactive, organized, and experienced in client-facing implementation — comfortable managing a high-volume book of business while keeping employers on track to meet their plan start date. They work exclusively with plan sponsors and administrators and bring both operational rigor and a client-first mindset to every interaction.
About the Team:
The New Onboarding team is the first team a client experiences on their journey with Gusto 401(k). We design a seamless implementation process for a complex employee benefit, instilling trust and transparency from day one and laying the foundation for long-term client success. Our goal is to make plan sponsors feel confident and supported from the moment they sign.
Here’s what you’ll do day-to-day:
- 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
- Use AI tools to streamline workflows, improve client communications, and increase efficiency across your book of business
Here’s what we're looking for:
- 4+ 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
- Proficiency with Salesforce and comfort working across case management and collaboration tools in a fast-paced environment
- Strong communication skills across email, phone, and video with a client-first mindset
- Ability to identify and escalate potential setup or compliance issues early, partnering with the right internal teams to resolve them
- RPS or CRPS designation a plus, or active pursuit of either; familiarity with ERISA requirements and payroll systems a plus
Our cash compensation amount for this role is $26.84/hour to $32.21/hour in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
