# Head of Client Experience, Symmetry

**Company**: Gusto
**Location**: Scottsdale, AZ
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Salary**: $181,000/yr - $211,000/yr
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gusto/jobs/7816246?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e13a9cac-bbc

## Description

We are seeking a transformational leader and technical builder as the Head of Client Experience at Symmetry, part of Gusto. The successful candidate will design and execute a vision for serving and delighting clients in an AI-native world.

The Client Experience team accelerates clients' time to value on Symmetry's products by helping them get up and running quickly, providing timely and accurate communication, and ensuring they know how to get the most out of the products and services.

**Responsibilities:**

- Agentic CX & Enablement:

- Set the vision for Client Experience at Symmetry, defining 'agentic client experience' with a balance of technology and human judgment.

- Build toward 24/7 AI-powered support where clients get what they need through intelligent agents.

- Partner with Product and Engineering to shape how 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.

- Coach and develop team members to high performance standards.

- Technical Execution & Operational Excellence:

- Use the same tools as the 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, guiding overall business strategy.

- Act as a technical bridge between Client Experience, Product, and Engineering.

- Build relationships with key enterprise clients to gather feedback on AI adoption.

**Requirements:**

- 10-15+ years in client experience, technical support, or a related client-facing function in B2B SaaS 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 or client experiences.

**Core Skills & Attributes:**

- Technical builder mindset with the ability to quickly understand complex products.

- Proven AI fluency and experience building transformative AI solutions.

- Extraordinary execution and leadership skills.

- Transformational change management and strategic leadership abilities.

- High bar for performance combined with project management skills.

**Technology Experience:**

- Hands-on experience with AI development tools.

- Comfort with technical troubleshooting tools and log analysis.

- Awareness of emerging AI-powered CX platforms and traditional platforms.

- Working knowledge of API/SDK architecture and RESTful APIs.

- Proficiency with productivity and collaboration tools.

**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.

The cash compensation amount for this role is targeted at $181,000/yr - $211,000/yr in Scottsdale.

## Skills

### Required
- AI development tools
- technical troubleshooting
- log analysis
- API/SDK architecture
- RESTful APIs
- productivity and collaboration tools

### Nice to have
- Head of Developer Relations
- Solutions Engineering
- Technical Support leadership
- scaling a growth-stage company
- payroll, HR tech, tax, or compliance software

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/7816246?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)