Retirement Onboarding Specialist (New Plans)

Gusto, Inc.•Denver, CO

8h•$27 - $32•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

startup and/or financial services experience a plus
familiarity with 401(k) plans or retirement plan administration is a plus
RPS or CRPS designation a plus, or active pursuit of either; familiarity with ERISA requirements and payroll systems a plus

Responsibilities

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