CX Relationship Manager — Hybrid & Retention Focus

Gusto

Chicago (IL)

Hybrid

USD 69,000 - 84,000

Full time

2 days ago

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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 seamless customer interactions. You will serve as a feedback loop to help Product, Engineering, and Operations improve our platform and processes.

If you’re enthusiastic, solutions-oriented, and thrive in 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, retirement experience strongly preferred.
Analytical thinking with data-driven decision skills.
Clear-headed problem solving across individual and systemic levels.

Responsibilities

Be the expert: primary contact for B2B/SMB customers, consult on complex plan inquiries, own cases end-to-end.
Drive retention: identify at‑risk customers and implement tailored save strategies.
Collaborate cross-functionally: work with Sales, Product, Engineering, and Operations to troubleshoot issues.
Be the voice of the customer: translate feedback into actionable insights for product improvements.
Educate and empower: provide training and resources to maximize platform usage.
Work with data: derive insights from client data to improve outcomes.
Resolve issues efficiently: triage and document bugs for quick engineering action.
Maintain accurate records of customer interactions for KPI alignment.
Think holistically: uncover root causes and plan effective solutions.
Leverage AI: use AI tools to work more efficiently.