B2B CX Relationship Lead

Gusto, Inc.

Chicago (IL)

Hybrid

USD 69,000 - 84,000

Full time

6 days ago

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Benefits offered by this job

Equity (RSUs)

Competitive benefits package

Job summary

Gusto is seeking a Client Relationship Manager who thrives on building relationships, solving complex problems, and guiding plan sponsors to success. You will own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross-functional teams to ensure every customer interaction is seamless and exceptional.

If you're enthusiastic, solutions-oriented, and energized by a fast-paced environment, this role is for you.

Qualifications

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.
Strong communication and problem-solving skills across channels and teams.

Responsibilities

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 by proactively identifying at‑risk customers and implementing tailored save strategies — through pricing, service improvements, or product enhancements.
Collaborate cross‑functionally with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers.
Be the voice of the customer: translate feedback into clear, actionable insights that fuel product and process improvements.
Educate and empower: provide customers with training and resources to maximize platform usage.
Work with data: derive insights from client data to address issues and inform decisions.
Resolve issues efficiently: triage, troubleshoot, and elevate technical bugs with clear documentation for Engineering.
Maintain accurate records: keep customer interaction records up to date and aligned with KPIs.
Think holistically: analyze root causes and consider downstream impacts of plan-level changes.
Leverage AI: use AI tools to work more efficiently and deliver faster solutions.