Relationship Manager, CX

<div class="content-intro"><p style="line-height: 1.2;">&nbsp;</p> <hr> <p><strong>About Gusto</strong></p> <p>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.</p> <p>&nbsp;<br>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<a href="https://gusto.com/about/careers/total-rewards" target="_blank"> <u>Total Rewards philosophy</u></a>.</p> <p>&nbsp;<br>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.</p></div><p><strong>About the Role:</strong></p> <p>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.</p> <p>If you're enthusiastic, solutions-oriented, and energized by a complex and fast-paced environment, this role is for you.</p> <p><strong>About the Team:</strong></p> <p>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.</p> <p><strong>Here’s what you’ll do day-to-day:</strong></p> <ul> <li><strong>Be the expert.</strong> 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.</li> <li><strong>Drive retention.</strong> Proactively identify at-risk customers and implement tailored save strategies — whether through pricing flexibility, service improvements, or product enhancements.</li> <li><strong>Collaborate cross-functionally.</strong> Partner with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers across the organization.</li> <li><strong>Be the voice of the customer.</strong> Translate customer feedback into clear, actionable insights that fuel product and process improvements.</li> <li><strong>Educate and empower.</strong> Provide customers with the training and resources they need to get the most out of our platform.</li> <li><strong>Work with data.</strong> Derive insights from client data to proactively address issues, inform decisions, and drive better outcomes for customers and the business.</li> <li><strong>Resolve issues efficiently.</strong> Triage, troubleshoot, and escalate technical bugs with clear documentation so our Engineering team can act quickly.</li> <li><strong>Maintain accurate records.</strong> Keep customer interaction records up to date to ensure consistency and alignment with team KPIs.</li> <li><strong>Think holistically.</strong> Dig into root causes, develop effective solutions, and consider downstream impacts — especially for plan-level changes.</li> <li><strong>Leverage AI.</strong> Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike</li> </ul> <p>&nbsp;</p> <p><strong>Here’s what we're looking for:</strong></p> <ul> <li><strong>3+ years</strong> of experience in customer service or contact center environments, preferably in B2B SaaS</li> <li><strong>3+ years</strong> in a full-time customer support or customer care role, preferably managing customer relationships; retirement experience s