Relationship Manager (Customer Experience)

• We’re looking for a natural client champion who thrives on building relationships, solving complex problems, and finding creative ways to help plan sponsors succeed
• As a Client Relationship Manager, you’ll own inbound Tier 2 work, lead proactive B2B outreach, and partner closely with cross-functional teams to ensure every customer interaction is seamless and exceptional
• You’ll also serve as a critical feedback loop — helping Product, Engineering, and Operations understand how customers use our platform and where we can improve
• If you’re enthusiastic, solutions-oriented, and energized by a complex and fast-paced environment, this role is for you
• At Gusto 401(k), customer care isn’t just a support function — it’s central to everything we do. Our Client Relationship Management team goes beyond traditional service: we’re consultative advocates who take ownership of the customer experience from start to finish
• Be the expert. Act as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone. Own your cases end-to-end and set the bar for what great service looks like
• Drive retention. Proactively identify at-risk customers and implement tailored save strategies — whether through pricing flexibility, service improvements, or product enhancements
• Collaborate cross-functionally. Partner with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers across the organization
• Be the voice of the customer. Translate customer feedback into clear, actionable insights that fuel product and process improvements
• Educate and empower. Provide customers with the training and resources they need to get the most out of our platform
• Work with data. Derive insights from client data to proactively address issues, inform decisions, and drive better outcomes for customers and the business
• Resolve issues efficiently. Triage, troubleshoot, and escalate technical bugs with clear documentation so our Engineering team can act quickly
• Maintain accurate records. Keep customer interaction records up to date to ensure consistency and alignment with team KPIs
• Think holistically. Dig into root causes, develop effective solutions, and consider downstream impacts — especially for plan-level changes
• Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike

Benefits

• Gender-affirming care and support
• Family care and support, including family planning and fertility benefits
• A variety of mental health resources
• Medical, dental, and vision insurance for employees and dependents
• Free meals and refreshments at the office (conversation and community is an added bonus!)
• Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more- Cross-functional influence — you can work across teams and bring stakeholders along with you
• 3+ years in a full-time customer support or customer care role, preferably managing customer relationships; retirement experience strongly preferred
• Composure under pressure — you keep customer satisfaction and performance high even during the busiest periods
• 3+ years of experience in customer service or contact center environments, preferably in B2B SaaS
• Retention focus — you think strategically about how to keep customers happy and loyal
• Sound judgment — you weigh the downstream impact of a decision before making it, balancing customer needs against business risk to make the right call, even when there’s no SOP to guide you
• Quick product mastery — you pick up new tools and platforms fast and can speak to them with confidence
• Customer-first mindset —You keep the customer experience at the forefront of every decision, delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust
• Excellent communication — clear, empathetic, and effective with customers and colleagues alike
• Strong organization — you manage high volumes, competing priorities, and tight timelines without dropping the ball
• Clear-headed problem solving — you diagnose issues at both individual and systemic levels and implement solutions that stick
• Professional integrity — you maintain a high standard of professional and respectful communication with teammates across all channels, including in office and via Slack, ensuring a positive and productive shared environment
• Tech proficiency — comfortable with Google Workspace, support platforms (Zendesk, Intercom, Gong, Jira), and CRMs. Comfortable with leveraging AI to drive efficiency
• Analytical thinking — you’re comfortable working with data, identifying trends, and using insights to drive decisions
• Adaptability — you shift with changing priorities without losing focus on quality