Gusto

Head of Client Experience, Symmetry

Scottsdale, AZ;Phoenix, AZ · Exec · Full-time

Sponsorship not specified$10k-$15kDetected 5 days ago

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About the role

You'll define what agentic-powered client experience looks like at Symmetry, and most importantly, execute that vision alongside your team.
Technical Execution & Operational Excellence

Build toward 24/7 AI-powered support where clients get what they need through intelligent agents
Partner with Product and Engineering as a technical collaborator, shaping how our AI products integrate with client workflows
Drive and measure client satisfaction through both AI and human interactions
Lead approximately 10 people across Software Support, Enablement, and Client Success, including managers and individual contributors
Lead, coach and develop team members to high performance standards
you develop people, scope work, plan delivery, and manage to outcomes
Striking the right balance of technology and humanity, this role partners closely with our CEO to drive Symmetry's AI transformation both within our Client Experience (CX) organization and across the company.
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.
Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.

4+ years leading teams, including managing managers, with a demonstrated track record of executing operational or organizational transformation
Hands-on experience with AI development tools (Claude Code, Cursor, GPT, or similar)-building, not just prompting
Comfort with technical troubleshooting tools, log analysis, and debugging workflows
Working knowledge of API/SDK architecture and RESTful APIs, including the ability to read API documentation and use testing tools like Postman for client troubleshooting
Proficiency with productivity and collaboration tools (Google Workspace, project management software)

Experience scaling a growth-stage company beyond $100M in revenue
Experience in payroll, HR tech, tax, or compliance software (not required-you can learn our domain)
Our cash compensation amount for this role is targeted at $181,000/yr- $211,000/yr in Scottsdale.
Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City.
The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger.

Use the same tools as your team, including debuggers, log files, and client environments
Core Skills & Attributes:

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.

We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success.
Learn more about our Total Rewards philosophy.
you translate vision into milestones and outcomes, delegate well, and hold yourself and others accountable to results
Set the vision for CX at Symmetry - define "agentic client experience" with a balance of technology and human judgment, enabling a content strategy that delivers customer value
Build relationships with key enterprise clients to gather feedback on AI adoption, and represent Symmetry's CX vision externally while bringing industry perspective back to the organization

The Client Experience team - made up of the Support, Enablement, and Client Success teams - accelerates our clients' time to value on our products by helping them get up and running quickly, providing timely and accurate communication, and ensuring they know how to quickly and easily get the most of our products and services.
The right person leads transformation and drives outcomes for the betterment of our clients and team, ensuring that the human touch and client empathy is front and center.
Here's what you'll do day-to-day:
Agentic CX & Enablement
Team Leadership & Development

This listing is sourced directly from Gusto's careers page and normalized into a canonical job model.