Senior Commercial Lines Account Manager

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 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. About the Role: Gusto is building its own P&C insurance agency — moving from a third-party referral model to a first-party, payroll-integrated experience that protects small businesses as they grow. We have policies in force and a growing book of business. What we don't yet have is a licensed account manager inside the company servicing it. You'll be our first, and the foundation of the service function: owning daily servicing of the book, running the proactive outreach that keeps clients correctly covered, and turning every recurring case into a product spec so the next hundred don't need a human. About the Team: The Business Insurance team is building Gusto's P&C insurance agency from the ground up, across core small commercial lines including Workers' Compensation. We partner closely with carrier counterparts and work hand-in-hand with product, engineering, design, data, sales, and licensed insurance professionals to ship a quote, bind, and service experience that's fast, accurate, and easy to manage over time. The team is small, cross-functional, and highly execution-oriented — ideal for someone who thrives in ambiguity and wants to build durable operations in a zero-to-one environment. Here’s what you’ll do day-to-day: 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 Here’s what we're looking for: 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. Pay-as-you-go WC experience is a strong plus. Experience working in carrier portals (Hartford, AmTrust, etc) 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 (drafting, summarization, triage, outreach) and have opinions about where t