Senior Commercial Lines Account Manager

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 they hold up and where they don't.
• Evidence you build, not just execute — a process you documented, a workflow you redesigned, or a tool you got built. We'll ask for specifics.
• A compliance instinct: you know when something needs a licensed person, a carrier's sign-off, or a documented file, and you don't improvise around it.
• An active Property & Casualty producer license (Colorado resident preferred), or willingness to obtain one within 90 days of starting — we sponsor the coursework and exams — plus willingness to obtain nonresident licenses across our footprint over time.

Preferred: industry designations (CISR, CIC, AAI, ACSR, or CPCU); multi-state or nonresident licensing already in place; experience at a digital agency, insurtech, or MGA, or having stood up a service function from scratch.

If you don't think you meet every point above but you're excited about this work, apply anyway.

Our cash compensation amount for this role is between $83,265 - $102,000/year in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.