Retirement Onboarding Specialist (New Plans)

Denver, CO - Hybrid · 3+ years experience · Hybrid · Posted Oct 5, 2026

At a glance

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 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.
AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

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.

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

4+ years of total work experience with 3+ years in client-facing implementation, account management, or technical onboarding
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
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

Employees based in Denver, San San Francisco, and New York City office locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role)
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required, including for non-office days for hybrid employees