Gusto, Inc.16.04.2026

Head of Client Experience, Symmetry

Scottsdale

Обязанности

01Set 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
02Build toward 24/7 AI-powered support where clients get what they need through intelligent agents
03Partner with Product and Engineering as a technical collaborator, shaping how our AI products integrate with client workflows
04Drive and measure client satisfaction through both AI and human interactions
05Lead approximately 10 people across Software Support, Enablement, and Client Success, including managers and individual contributors
06Lead, coach and develop team members to high performance standards
07Use the same tools as your team, including debuggers, log files, and client environments
08Enhance team efficiency with AI and automation
09Bring operational rigor to fundamentals including response time expectations, escalation policies, and documentation standards
10Serve as a member of senior leadership, helping guide overall business strategy and staying synchronized with company-wide transformation
11Act as a technical bridge between CX, Product, and Engineering, bringing client insights to product decisions
12Build 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

0110-15+ years in client experience, technical support, developer relations, or a related client-facing function in B2B SaaS, API products, or developer-focused software
024+ years leading teams, including managing managers, with a demonstrated track record of executing operational or organizational transformation
03Demonstrated history of building and shipping AI-powered tools, workflows, or client experiences beyond using AI for just chat
04Technical builder mindset with the ability to quickly understand complex products and connect the dots across systems, use cases, and client needs
05Proven AI fluency: you've personally built transformative AI solutions and championed AI adoption on teams you've led
06Extraordinary execution and leadership: you translate vision into milestones and outcomes, delegate well, and hold yourself and others accountable to results
07Transformational 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.
08High bar for performance combined with project management: you develop people, scope work, plan delivery, and manage to outcomes

01All full-time employees receive competitive base pay, benefits, and equity (RSUs)
02Offer amounts are determined by role, level, and location