Senior Commercial Lines Account Manager

Gusto, Inc.•Denver, CO

2d•$83,265 - $102,000•Hybrid

About The Position

Gusto is building its own P&C insurance agency, transitioning from a third-party referral model to a first-party, payroll-integrated experience. This role is for the first licensed account manager within the company to service the growing book of business. The position involves owning the daily servicing of accounts, conducting proactive outreach to ensure clients are correctly covered, and developing product specifications from recurring cases to enable automation. The Business Insurance team is a small, cross-functional, and execution-oriented group focused on building Gusto's P&C insurance agency from the ground up, covering core small commercial lines including Workers' Compensation. They collaborate closely with carriers, product, engineering, design, data, sales, and licensed insurance professionals to create a fast, accurate, and manageable quote, bind, and service experience.

Requirements

5+ years of commercial lines service experience at an independent agency, brokerage, or carrier, servicing small commercial accounts end to end.
Workers' Compensation depth — class codes, experience modifiers, premium audits, and state-specific requirements.
Experience working in carrier portals (Hartford, AmTrust, etc) and coordinating with carrier underwriting/servicing teams to service an agency book of business.
AI and automation fluency — you've used AI tools in real service work (drafting, summarization, triage, outreach) and have opinions about where they hold up and where they don't.
Evidence you build, not just execute — a process you documented, a workflow you redesigned, or a tool you got built.
A compliance instinct: you know when something needs a licensed person, a carrier's sign-off, or a documented file, and you don't improvise around it.
An active Property & Casualty producer license (Colorado resident preferred), or willingness to obtain one within 90 days of starting — we sponsor the coursework and exams — plus willingness to obtain nonresident licenses across our footprint over time.

Nice To Haves

Pay-as-you-go WC experience is a strong plus.
Industry designations (CISR, CIC, AAI, ACSR, or CPCU).
Multi-state or nonresident licensing already in place.
Experience at a digital agency, insurtech, or MGA, or having stood up a service function from scratch.

Responsibilities

Own daily servicing of the assigned book: endorsements, certificates of insurance, coverage questions, premium audits, billing disputes, cancellations, reinstatements, and renewals.
Accountable for outcomes connected to Business Insurance customers.
Serve as the liaison between insureds, carriers, and our licensed producers — explaining coverage, exclusions, and exposures in plain language.
Run proactive outreach using payroll data a traditional agency doesn't have: catching FEIN mismatches, new-state hires, and class code drift before they become coverage gaps.
Work the pending cancellation and non-pay queue — find out what's actually driving each cancellation, fix what's fixable, and secure reinstatement or replacement coverage.
Handle claims intake and status reporting, and coordinate hand-offs to the carrier's adjusting team.
Document every recurring case as a product spec, partnering with product and engineering to automate certificate generation, endorsement submission, and intake triage — using AI tools daily for drafting, summarization, and triage.
Write the SOPs, escalation paths, and service standards for the team.