Retirement Implementation Specialist

Gusto, Inc.; Atlanta (GA); Hybrid; USD 54,000 - 65,000; Full time

Benefits offered by this job

Benefits

Equity (RSUs)

Job summary

Gusto is hiring a Conversion Specialist to manage onboarding for 401(k) plan transfers to the Gusto platform. You will guide sponsors and administrators through a multi-step conversion lifecycle, ensuring accurate data, compliance, and timely asset transfers.

The role emphasizes client-facing interaction, collaboration with Legal, Sales, and Operations, and a strong knowledge of retirement plans. Hybrid work with in-office days at major U.S. offices is supported.

Qualifications

• 2+ years of total work experience with 1+ years in client-facing implementation or retirement plan administration.
• Experience managing a large active book of business with complex, multi-step processes.
• Knowledge in SaaS, Operations, or Finance; retirement plan experience preferred.
• Strong analytical skills with meticulous attention to data accuracy.
• Proficiency with Salesforce and cross-functional collaboration tools.
• Strong communication with a client-first mindset.
• RPS or CRPS designation a plus, or active pursuit; familiarity with ERISA requirements is a plus.

Responsibilities

• Manage a dedicated book of 401(k) plan conversions from signing through completed asset transfer and first contribution.
• Work with plan sponsors and administrators to gather required documentation and ensure accurate data for transfers.
• Serve as the primary point of contact for plan sponsors and administrators via email, phone, and video.
• Guide employers through pre-ready task dashboards, proactively preventing stalls and keeping plans on track for their start date.
• Monitor and drive performance against benchmarks including time to activation, time to ready, CSAT, and average response time.
• Partner with Operations and cross-functional teams including Sales and Legal to support asset transfers and plan changes.
• Use AI tools to streamline workflows and improve client communications across your book of business.

Skills

Client communication

Salesforce

Data accuracy

Analytical skills

Attention to detail

Communication

Job description

About Gusto

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. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

The Conversion Specialist manages the onboarding experience for 401(k) plans transferring an existing plan to the Gusto 401k platform. This role oversees the full conversion lifecycle — from initial handoff through asset transfer, data reconciliation, and first contribution — ensuring accurate recordkeeping and a smooth transition for plan sponsors and administrators. The ideal candidate brings a strong understanding of retirement plan mechanics, meticulous attention to detail, and the confidence to guide employers through a complex, multi-step process. They work exclusively with plan sponsors and administrators and partner closely with Legal, Sales, and Operations to keep conversions on track and compliant.

About the Team:

The Conversion Onboarding team handles one of the most operationally complex moments in a client's journey: moving an existing retirement plan to a new provider. We combine operational rigor with a client-first approach, ensuring sponsors and administrators feel supported and informed at every step — and that assets are transferred accurately and on time.

Here’s what you’ll do day-to-day:

• Manage a dedicated book of business of 401(k) plan conversions from signing through completed asset transfer and first contribution
• Work with plan sponsors and administrators to gather required documentation and ensure accurate data is submitted to support a smooth asset transfer and recordkeeping transition
• 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 preventing stalls and keeping 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 closely with Operations and cross-functional teams including Sales and Legal to support asset transfers, client expectations, and complex plan changes
• Use AI tools to streamline workflows, improve client communications, and increase efficiency across your book of business

Here’s what we're looking for:

• 2+ years of total work experience with 1+ years in client-facing implementation, technical account management, or retirement plan administration; startup and/or financial services experience a plus
• Proven ability to manage a large, active book of business involving complex, multi-step processes simultaneously
• Deep knowledge in one or more of the following: SaaS, Operations, or Finance; retirement plan experience strongly preferred
• Strong analytical skills and meticulous attention to detail, particularly around data accuracy and reconciliation
• 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
• RPS or CRPS designation a plus, or active pursuit of either; familiarity with ERISA requirements, payroll systems, bundled vs. unbundled providers, or Safe Harbor compliance is a plus.

Our cash compensation range for this role is $53,750.00/year to 64,500.00/year in Denver and Atlanta. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Reliable, consistent presence: We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.