Client Relationship Manager, CX & Retention

Socket.dev; Chicago (IL); Hybrid; USD 69,000 - 84,000; Full time

Job summary

Gusto is seeking a Client Relationship Manager to own Tier 2 inbound work, lead proactive B2B outreach, and partner with cross-functional teams to ensure exceptional customer interactions. You will serve as a feedback loop for Product, Engineering, and Operations, shaping how customers use our platform and where we can improve.

If you are enthusiastic, solutions-oriented, and thrive in a fast-paced environment, this role is for you.

Qualifications

• 3+ years in customer service or B2B SaaS environments.
• 3+ years in a full-time customer care role, preferably managing relationships.
• Strong written and verbal communication skills.
• Ability to analyze data and drive decisions.
• Comfort with AI tools to improve efficiency.

Responsibilities

• Be the expert for B2B/SMB customers, consulting on complex inquiries.
• Drive retention with targeted save strategies and service improvements.
• Collaborate with Sales, Product, Engineering, and Operations.
• Translate feedback into actionable product/process improvements.
• Educate customers with training and resources to maximize the platform.
• Derive insights from client data to inform decisions.

Skills

B2B SaaS

Customer service

Analytical thinking

Cross-functional influence

Communication

Retention focus

AI tools

Tools

Zendesk

Intercom

Gong

Jira

CRM

Job description

Gusto is seeking a Client Relationship Manager to own Tier 2 inbound work, lead proactive B2B outreach, and partner with cross-functional teams to ensure exceptional customer interactions. You will serve as a feedback loop for Product, Engineering, and Operations, shaping how customers use our platform and where we can improve.

If you are enthusiastic, solutions-oriented, and thrive in a fast-paced environment, this role is for you.