Head of Product, New Customer Experience

Gusto, Inc.•San Francisco, CA

11h•$206,000 - $292,000•Hybrid

About The Position

Gusto is looking for an experienced Product leader for our New Customer Experience team. Gusto is known as the trusted payroll solution for hundreds of thousands of SMBs. As we expand as the trusted small business partner with new multi-product offerings, we need to ensure new customers can clearly see, and choose, the Gusto that’s right for their business. As Head of Product, New Customer Experience, you will be responsible for the entire product experience a small business takes from potentially never having heard of Gusto, to activating the Gusto products that help them start, run, and grow. Every new Gusto customer comes through the surfaces your team owns, which makes this one of the highest-leverage product roles at the company. New Customer Experience is part of Gusto's Growth organization and covers four areas: our top-of-funnel web experience, onboarding, activation, and the shared onboarding platform that other Gusto product teams build on. You will lead a team of product managers and partner daily with Engineering, Design, Data, Marketing, Sales, and Finance. Onboarding is genuinely hard for SMBs: tax IDs, bank verification, signatories, prior payroll history. Our job is to make that feel less like paperwork and more like being guided through it by a small business expert.

Requirements

10+ years of direct Product Management experience, including 4+ years leading and managing product managers.
A track record owning a growth, acquisition, or onboarding funnel with direct accountability for a conversion or revenue number, not just shipping features. You know your funnel numbers cold.
Hands-on experience shipping AI-powered customer experiences. You have a real point of view on what acquisition looks like when the front door is an AI assistant rather than a website, you know how to evaluate whether an AI experience actually beats the flow it replaced, and you treat latency and cost as product constraints. You use AI in your own work to research, synthesize, and prototype.
Experience in selling to SMBs, and experience in a multi-product company with shared platforms and real cross-team dependencies
Strong experimentation instincts and the judgment to know when a flat result means iterate and when it means stop. You are a builder who stays close to the work
Experience partnering closely with Marketing, Sales, and Finance, with direct accountability to a revenue target or P&L

Nice To Haves

Experience owning a public web surface (e.g. marketing site, CMS) a plus.

Responsibilities

Ownership: You will own the end-to-end new customer experience, including determining the best way to natively include AI throughout to assist customers.
Set and evangelize a strategy for how small businesses discover, evaluate, and start using Gusto, including how we show up in AI assistants and agentic surfaces, where a prospective customer may never visit our website at all.
Create a best-in-class new customer experience which grows the number of small businesses who choose Gusto and get successfully set up - increasing acquisition volume, optimizing onboarding conversion, and establishing Gusto as the default small business partner solution.
You'll work closely with every function: Engineering, Design, Data, Marketing, Sales, and Finance to bring your vision to life.
You’ll rally cross-functional teams and leaders around a shared onboarding platform strategy.
Directly coach and lead a talented team of senior product managers.
You will raise the bar on craft, customer understanding, and execution velocity.