Senior Commercial Lines Account Manager

Denver, CO - Hybrid · USD 83,265-102,000 / year · 5+ years experience · Hybrid · Posted Oct 14, 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.

Gusto is building its own P&C insurance agency and seeking its first licensed account manager to serve as the foundation of the service function.
The role involves owning daily servicing of the book, running proactive outreach to keep clients correctly covered, and turning recurring cases into product specifications.

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.

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 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 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.
An active Property & Casualty producer license (Colorado resident preferred), or willingness to obtain one within 90 days of starting.

Employees based in Denver, San Francisco, or New York City are expected to work from the office on designated days approximately 2-3 days per week.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Regular and predictable attendance is expected whether working in-office, hybrid, or fully remote.