401(k) Onboarding Specialist - SMB Success (B2B SaaS)

Gusto; Denver (CO); Hybrid; USD 32,000 - 36,000; Full time

Job summary

Gusto in Denver is hiring a Customer Onboarding Coordinator for the 401(k) Customer Success team. You’ll support new clients as they begin their journey, helping small businesses set up their 401(k) plans with clear guidance and timely education.

You’ll collaborate across teams to deliver a consistent onboarding experience and ensure clients feel confident from day one. Ideal candidates have 2+ years in client service (B2B SaaS preferred), strong communication, and comfort with multiple CX

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email.
• Bachelor's degree preferred or equivalent field-related experience
• Technical proficiency with CX platforms (Salesforce, Zendesk, Intercom, Freshdesk, or similar).
• Ability to work across teams and manage multiple platforms.

Responsibilities

• Deliver exceptional service as the first voice of Gusto 401(k) for B2B customers via phone and email.
• Monitor onboarding progress and follow up with clients to keep them on track.
• Guide platform adoption and plan setup so clients feel confident from day one.
• Educate clients on 401(k) concepts and regulatory requirements accessibly.
• Identify potential compliance or setup issues early and address them.
• Collaborate cross-functionally with internal teams, especially sales, for a seamless onboarding.
• Share client feedback to support ongoing process and product improvements.
• Navigate Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira with care.

Skills

Customer service

B2B SaaS

Communication

Ownership

Problem solving

Multitasking

Adaptability

Team collaboration

Voice of the customer

Professional integrity

Education

Bachelor's degree preferred or equivalent field-related experience

Tools

Talkdesk

Salesforce

Slack

Google Suite

Confluence

Jira

Job description

Gusto in Denver is hiring a Customer Onboarding Coordinator for the 401(k) Customer Success team. You’ll support new clients as they begin their journey, helping small businesses set up their 401(k) plans with clear guidance and timely education.

You’ll collaborate across teams to deliver a consistent onboarding experience and ensure clients feel confident from day one. Ideal candidates have 2+ years in client service (B2B SaaS preferred), strong communication, and comfort with multiple CX