Client Relationship Manager

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.

About the Team:

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.

Here’s what you’ll do day-to-day:

• 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

Here’s what we're looking for:

• 3+ years of experience in customer service or contact center environments, preferably in B2B SaaS
• 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
• Adaptability — you shift with changing priorities without losing focus on quality
• Analytical thinking — you're comfortable working with data, identifying trends, and using insights to drive decisions
• Clear-headed problem solving — you diagnose issues at both individual and systemic levels and implement solutions that stick
• Cross-functional influence — you can work across teams and bring stakeholders along with you
• 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
• 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
• Strong organization — you manage high volumes, competing priorities, and tight timelines without dropping the ball
• Retention focus — you think strategically about how to keep customers happy and loyal
• Quick product mastery — you pick up new tools and platforms fast and can speak to them with confidence
• Tech proficiency — comfortable with Google Workspace, support platforms (Zendesk, Intercom, Gong, Jira), and CRMs. Comfortable with leveraging AI to drive efficiency.
• 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.