B2B 401(k) Client Success Coordinator

Gusto, Inc.; Denver (CO); Hybrid; USD 30,000 - 34,000; Full time

Job summary

Gusto is seeking a dedicated Account Coordinator to be the first point of contact for plan sponsors and employers, delivering warm, clear, and effective support by phone and email. You will partner with Product, Engineering, and Sales to surface trends, improve the customer experience, and help shape the product from the front lines.

If you thrive under pressure, enjoy solving complex problems, and want to impact customers’ financial futures, this role offers meaningful work and growth

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email.
• Team-first attitude and collaboration with colleagues.
• Drive and ownership; don’t close a case until the customer is satisfied.
• Problem-solving mindset; ability to think critically in ambiguous situations.
• Composure under pressure; multitask and reprioritize effectively.
• Adaptability in dynamic environments and shifting priorities.
• Clear, confident communication across channels.
• Curiosity about financial services and industry trends.
• Technical proficiency with CX platforms like Salesforce, Zendesk, Intercom, or similar.

Responsibilities

• Deliver exceptional service as the first voice and face for B2B customers.
• Balance inbound calls and emails while meeting quality benchmarks (CSAT, response times).
• Collaborate with Product, Engineering, and Sales to troubleshoot issues.
• Identify trends and surface insights to drive product and process improvements.
• Navigate tools across multiple platforms while handling sensitive information.
• Escalate complex issues and see them through to resolution.
• Handle sensitive conversations with empathy and professionalism.
• Leverage AI tools to improve efficiency and customer outcomes.

Skills

Customer service

B2B SaaS

Communication

Empathy

Problem solving

Ownership

Adaptability

Team collaboration

Curiosity about finance

Professional integrity

Tools

Salesforce

Zendesk

Intercom

Freshdesk

Job description

Gusto is seeking a dedicated Account Coordinator to be the first point of contact for plan sponsors and employers, delivering warm, clear, and effective support by phone and email. You will partner with Product, Engineering, and Sales to surface trends, improve the customer experience, and help shape the product from the front lines.

If you thrive under pressure, enjoy solving complex problems, and want to impact customers’ financial futures, this role offers meaningful work and growth