Senior Commercial Lines Account Manager

Gusto • Denver, CO

2d • Hybrid

About The Position

Gusto is building its own property and casualty insurance agency, moving from a third-party referral model to a first-party, payroll-integrated experience for small businesses. The agency has policies in force and a growing book of business. This role will be Gusto’s first licensed account manager, establishing the service function and owning daily servicing of the book, proactive client outreach, and the development of service processes that can increasingly be automated.

The account manager will service small commercial accounts across core lines, including Workers’ Compensation, and work closely with insureds, carriers, licensed producers, and cross-functional partners. The role will turn recurring service cases into product specifications and help build durable operations in a small, execution-oriented team working in a zero-to-one environment. AI tools are expected to be used daily for work such as drafting, summarization, and triage.

The role is based in Denver for the stated compensation range of $83,265–$102,000 per year. Gusto employees based in Denver, San Francisco, or New York City are expected to work in the office on designated days approximately two to three days per week, or more depending on the role. When working from a non-office location, a secure, reliable, and consistent internet connection is required. Regular and predictable attendance is expected.

Requirements

• At least 5 years of commercial lines service experience at an independent agency, brokerage, or carrier, servicing small commercial accounts end to end.
• Workers’ Compensation expertise, including class codes, experience modifiers, premium audits, and state-specific requirements.
• Experience using carrier portals and coordinating with carrier underwriting or servicing teams to service an agency book of business.
• Fluency with AI and automation, including practical use of AI tools in service work such as drafting, summarization, triage, or outreach, and sound judgment about their limitations.
• Evidence of building or improving processes, such as documenting a process, redesigning a workflow, or getting a tool built.
• A compliance-minded approach, including knowing when a licensed person, carrier approval, or documented file is required.
• An active Property & Casualty producer license, preferably Colorado resident, or willingness to obtain one within 90 days of starting. Gusto sponsors the coursework and exams.
• Willingness to obtain nonresident licenses across Gusto’s footprint over time.

Nice To Haves

• Pay-as-you-go Workers’ Compensation experience.
• Industry designation such as CISR, CIC, AAI, ACSR, or CPCU.
• Existing multi-state or nonresident licensing.
• Experience at a digital agency, insurtech, or MGA.
• Experience establishing a service function from scratch.

Responsibilities

• Own daily servicing of the assigned book, including endorsements, certificates of insurance, coverage questions, premium audits, billing disputes, cancellations, reinstatements, and renewals.
• Be accountable for outcomes connected to Business Insurance customers.
• Act as a liaison between insureds, carriers, and licensed producers, explaining coverage, exclusions, and exposures in plain language.
• Use payroll data to proactively identify potential coverage issues, including FEIN mismatches, new-state hires, and class-code drift.
• Manage pending-cancellation and non-payment cases by identifying causes, addressing issues where possible, and securing reinstatement or replacement coverage.
• Handle claims intake and status reporting, and coordinate hand-offs to carrier adjusting teams.
• Document recurring cases as product specifications and partner with product and engineering to automate certificate generation, endorsement submission, and intake triage.
• Use AI tools daily for drafting, summarization, and triage.
• Write the team’s standard operating procedures, escalation paths, and service standards.

Benefits

• Competitive base pay, benefits, and equity (RSUs) for full-time employees.
• Gusto sponsors coursework and exams for obtaining the required Property & Casualty producer license.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed