Client Relationship Lead, CX — B2B SaaS

Triwill Group; Chicago, Northern (IL, KY); Hybrid; USD 69,000 - 84,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits and Total Rewards

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 ensure every customer interaction is seamless and exceptional.

You’ll serve as a critical feedback loop, helping Product, Engineering, and Operations understand how customers use our platform and where we can improve, while educating customers with training resources.

Qualifications

• 3+ years in customer service or contact center environments, preferably in B2B SaaS.
• 3+ years in a full-time 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.
• 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.
• 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.
• 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.

Responsibilities

• Be the expert 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 with tailored save strategies — whether through pricing flexibility, 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 by translating feedback into clear, actionable insights that fuel product and process improvements.
• Educate and empower customers with training resources to maximize platform use.
• Work with data to derive insights and proactively address issues, informing decisions.
• Triage, troubleshoot, and escalate technical bugs with clear documentation for the Engineering team.
• Maintain accurate records aligned with team KPIs and workflows.
• Think holistically, digging into root causes and implementing durable solutions.
• Leverage AI tools to work more efficiently and deliver smarter, faster solutions.

Skills

Customer service (B2B SaaS)

Full-time customer care

Composure under pressure

Adaptability

Analytical thinking

Clear communication

Cross-functional influence

Retention focus

Product mastery

Tech proficiency

Professional integrity

Team collaboration

Tools

Google Workspace

Zendesk

Intercom

Gong

Jira

CRMs

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 ensure every customer interaction is seamless and exceptional.

You’ll serve as a critical feedback loop, helping Product, Engineering, and Operations understand how customers use our platform and where we can improve, while educating customers with training resources.