Head of Client Experience, Symmetry

About Gusto 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 400,000 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. Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. 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. About the Role: We are searching for a transformational leader and technical builder who is motivated about reimagining client experience in an AI-native world.The Head of Client Experience will design and execute a vision of how best to serve and delight our clients now and into the future. About the Team: 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. 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. You'll define what agentic-powered client experience looks like at Symmetry, and most importantly, execute that vision alongside your team. 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 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 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 Team Leadership & Development 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 Technical Execution & Operational Excellence Use the same tools as your team, including debuggers, log files, and client environments Enhance team efficiency with AI and automation Bring operational rigor to fundamentals including response time expectations, escalation policies, and documentation standards Executive Partnership & Client Engagement Serve as a member of senior leadership, helping guide overall business strategy and staying synchronized with company-wide transformation Act as a technical bridge between CX, Product, and Engineering, bringing client insights to product decisions 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 Here’s what we're looking for: 10-15+ years in client experience, technical support, developer relations, or a related client-facing function in B2B SaaS, API products, or developer-focused software 4+ years leading teams, including managing managers, with a demonstrated track record of executing operational or organizational transformation Demonstrated history of building and shipping AI-powered tools, workflows, or client experiences beyond using AI for just chat Core Skills & Attributes: Technical builder mindset with the ability to quickly understand complex products and connect the dots across systems, use cases, and client needs Proven AI fluency: you've personally built transformative AI solutions and championed AI adoption on teams you've led Extraordinary execution and leadership: you translate vision into milestones and outcomes, delegate well, and hold yourself and others accountable to results Transformational change management and strategic leadership: You can explain why decisions are made. You help teams deal with uncertainty. You work well with the CEO and senior leadership on company strategy. You focus on improving the business as much as you focus on daily operations. High bar for performance combined with project management: you develop people, scope work, plan delivery, and manage to outcomes Technology Experience: 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 Awareness with both emerging AI-powered CX platforms (Sierra, Decagon, Intercom AI, etc.) and traditional platforms (Zendesk, Salesforce, NetSuite, or similar) 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) Nice to Have: Background as Head of Developer Relations, Solutions Engineering, or Technical Support leadership 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. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). 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. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees. Our customers come from all walks of life and so do we. 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. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. 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