Head of Client Experience, Symmetry

Gusto, Inc.•Scottsdale, AZ

6d•Hybrid

About The Position

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 400,000 small businesses nationwide and are building a workplace that reflects the people we serve. AI is a fundamental part of how work gets done at Gusto, and all team members are expected to actively engage with AI tools. Symmetry Software, a part of Gusto, provides payroll infrastructure for software & payroll platforms, powering paychecks for over 64 million workers annually with its suite of payroll tax APIs and software tools. The Head of Client Experience will be a transformational leader and technical builder focused on reimagining client experience in an AI-native world, designing and executing a vision to serve and delight clients now and in the future. This role partners closely with the CEO to drive Symmetry's AI transformation within the Client Experience (CX) organization and across the company, defining and executing what agentic-powered client experience looks like while ensuring human touch and client empathy remain central.

Requirements

10-15+ years in client experience, technical support, developer relations, or a related client-facing function in B2B SaaS, API products, or developer-focused software
4+ years leading teams, including managing managers, with a demonstrated track record of executing operational or organizational transformation
Demonstrated history of building and shipping AI-powered tools, workflows, or client experiences beyond using AI for just chat
Technical builder mindset with the ability to quickly understand complex products and connect the dots across systems, use cases, and client needs
Proven AI fluency: you've personally built transformative AI solutions and championed AI adoption on teams you've led
Extraordinary execution and leadership: you translate vision into milestones and outcomes, delegate well, and hold yourself and others accountable to results
Transformational change management and strategic leadership: You can explain why decisions are made. You help teams deal with uncertainty. You work well with the CEO and senior leadership on company strategy. You focus on improving the business as much as you focus on daily operations.
High bar for performance combined with project management: you develop people, scope work, plan delivery, and manage to outcomes
Hands-on experience with AI development tools (Claude Code, Cursor, GPT, or similar)—building, not just prompting
Comfort with technical troubleshooting tools, log analysis, and debugging workflows
Awareness with both emerging AI-powered CX platforms (Sierra, Decagon, Intercom AI, etc.) and traditional platforms (Zendesk, Salesforce, NetSuite, or similar)
Working knowledge of API/SDK architecture and RESTful APIs, including the ability to read API documentation and use testing tools like Postman for client troubleshooting
Proficiency with productivity and collaboration tools (Google Workspace, project management software)

Nice To Haves

Background as Head of Developer Relations, Solutions Engineering, or Technical Support leadership
Experience scaling a growth-stage company beyond $100M in revenue
Experience in payroll, HR tech, tax, or compliance software (not required—you can learn our domain)

Responsibilities

Set the vision for CX at Symmetry - define "agentic client experience" with a balance of technology and human judgment, enabling a content strategy that delivers customer value
Build toward 24/7 AI-powered support where clients get what they need through intelligent agents
Partner with Product and Engineering as a technical collaborator, shaping how our AI products integrate with client workflows
Drive and measure client satisfaction through both AI and human interactions
Lead approximately 10 people across Software Support, Enablement, and Client Success, including managers and individual contributors
Lead, coach and develop team members to high performance standards
Use the same tools as your team, including debuggers, log files, and client environments
Enhance team efficiency with AI and automation
Bring operational rigor to fundamentals including response time expectations, escalation policies, and documentation standards
Serve as a member of senior leadership, helping guide overall business strategy and staying synchronized with company-wide transformation
Act as a technical bridge between CX, Product, and Engineering, bringing client insights to product decisions
Build relationships with key enterprise clients to gather feedback on AI adoption, and represent Symmetry's CX vision externally while bringing industry perspective back to the organization