Relationship Manager, CX

About Gusto 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. 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 Total Rewards philosophy. 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. About the Role: 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. Our cash compensation range for this role is $68,570 - $84,000 / year in Chicago and Denver. Additional locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above. Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale. Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees. Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you. Gusto takes security and protection of your personal information very seriously. 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