# Retirement Implementation Specialist

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** San Francisco, CA, Denver, CO, New York, NY
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** Salesforce, 401(K) Administration, Erisa, Retirement Plan Implementation, Client Onboarding, Account Management, Data Reconciliation, Compliance Management
**Posted:** 2026-07-07

> Implementation Specialist managing end-to-end onboarding and conversions for 401(k) plans on the Gusto platform. Requires 4+ years experience, strong client-facing skills, and deep knowledge of SaaS/Finance/Retirement plans to guide sponsors through complex processes.

## Job Description

## Responsibilities
- Manage a dedicated book of business of 401(k) plans (new enterprise/starter plans, conversion plans, or both) from signing through activation, asset transfer, and first contribution processing.
- Serve as the primary point of contact for plan sponsors and administrators via email, phone, and video, including inbound scheduling through Calendly.
- Guide employers through pre-ready task dashboards, proactively following up to prevent stalls and keep plans on track for their plan start date.
- Monitor and drive performance against key benchmarks including time to activate, time to ready, CSAT, and average response time.
- For conversion plans: gather required documentation, support accurate data submission, and partner with Operations to ensure smooth asset transfers and recordkeeping transitions.
- Partner cross-functionally with Sales, Operations, and Legal to resolve setup and compliance issues and align on client expectations.
- Surface client feedback to product and leadership to inform platform improvements.
- Stay current on 401(k) regulations and best practices.
- Use AI tools to streamline workflows, improve client communications, and increase efficiency across your book of business.

## Requirements
- 4+ years of total work experience with 3+ years in client-facing implementation, account management, technical onboarding, or retirement plan administration.
- Proven ability to manage a large, active book of business involving complex, multi-step processes simultaneously while staying organized and proactive across competing priorities.
- Deep knowledge in one or more of the following: SaaS, Operations, or Finance.
- Strong analytical skills and meticulous attention to detail, particularly around data accuracy and reconciliation.
- Proficiency with Salesforce and comfort working across case management and collaboration tools in a fast-paced environment.
- Strong communication skills across email, phone, and video with a client-first mindset.
- Ability to identify and escalate potential setup or compliance issues early, partnering with the right internal teams to resolve them.

## Nice-to-Haves
- Startup and/or financial services experience.
- Retirement plan experience strongly preferred.
- Familiarity with 401(k) plans, ERISA requirements, payroll systems, bundled vs. unbundled providers, or Safe Harbor compliance.
- RPS or CRPS designation, or active pursuit of either.
- Experience with 401(k) regulations and best practices.

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