B2B Client Success & Relationships Lead

Monograph; Illinois; Hybrid; USD 69,000 - 84,000; Full time

Job summary

Gusto is seeking a Client Relationship Manager to own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross-functional teams to deliver seamless customer experiences. You’ll drive retention, translate feedback into product improvements, and empower customers with training and resources.

The role emphasizes data-driven decision-making, collaboration with Sales, Product, and Engineering, and a strong focus on customer loyalty in a fast-paced environment.

Qualifications

• 3+ years in customer service or contact center environments, preferably B2B SaaS.
• 3+ years in a full-time customer care role, preferably managing customer relationships; retirement experience strongly preferred.
• Analytical thinking with comfort in working with data and deriving trends.
• Clear-headed problem solving across individual and systemic issues.
• Cross-functional collaboration with Sales, Product, Engineering, and Operations.

Responsibilities

• Be the expert for B2B/SMB customers, consulting on complex plan inquiries via email and phone; own cases end-to-end.
• Drive retention by proactively identifying at-risk customers and applying tailored save strategies.
• Collaborate across Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers.
• Translate feedback into actionable insights to fuel product and process improvements.
• Educate customers with training and resources to maximize platform value.
• Derive insights from client data to address issues and drive better outcomes.
• Triage, troubleshoot, and document technical bugs for rapid Engineering action.
• Maintain accurate records of customer interactions for KPI alignment.

Skills

B2B SaaS

3+ years in customer service

Analytical thinking

Cross-functional influence

Strong organization

Retention focus

AI tooling proficiency

Tools

Google Workspace

Zendesk

Intercom

Gong

Jira

Job description

Gusto is seeking a Client Relationship Manager to own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross-functional teams to deliver seamless customer experiences. You’ll drive retention, translate feedback into product improvements, and empower customers with training and resources.

The role emphasizes data-driven decision-making, collaboration with Sales, Product, and Engineering, and a strong focus on customer loyalty in a fast-paced environment.