Client Success & Retention Lead

The Wrap; Chicago (IL); Hybrid; USD 69,000 - 84,000; Full time

Benefits offered by this job

Benefits

Equity (RSUs)

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 exceptional customer interactions. You will help Product, Engineering, and Operations understand customer usage and drive improvements, in a fast‑paced, solutions‑oriented environment.

If you thrive on building relationships, solving complex problems, and delivering human‑centered service, this role is for you.

Qualifications

• 3+ years of experience in customer service or contact centre environments, preferably in B2B SaaS.
• 3+ years in a full‑time customer support or customer care role, ideally handling relationships.
• Strong problem solving, communication, and data‑driven decision making.

Responsibilities

• Be the expert for B2B/SMB customers, consulting on complex inquiries via email and phone.
• Drive retention by identifying at‑risk customers and implementing save strategies.
• Collaborate with Sales, Product, Engineering, and Operations to resolve issues.
• Translate feedback into clear insights to fuel product improvements.
• Educate customers with training and resources to maximize platform value.
• Work with data to address issues and guide decision making.
• Document interactions clearly to support KPI alignment and issue tracking.
• Triaging and elevating technical bugs to Engineering with clear context.
• Maintain accurate customer records for consistency.

Skills

Customer service

B2B SaaS

Analytical thinking

Communication

Retention strategies

Cross-functional

AI proficiency

Tools

Zendesk

Intercom

Gong

Jira

Google Workspace

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 exceptional customer interactions. You will help Product, Engineering, and Operations understand customer usage and drive improvements, in a fast‑paced, solutions‑oriented environment.

If you thrive on building relationships, solving complex problems, and delivering human‑centered service, this role is for you.