Future Opportunities: Retirement Client Relationship Manager

The Wrap; New York (NY); Hybrid; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Equity (RSUs)

Competitive benefits

Zusammenfassung

Gusto seeks a Client Relationship Manager to be the go-to partner for B2B plan sponsors, handling inbound inquiries and proactively engaging at-risk accounts to drive retention. You will work across CX, Sales, Product, and Engineering to deliver thoughtful service and business impact.

The role emphasizes empathy, analytical rigor, and collaboration, with a focus on customer experience, product feedback, and data-driven decisions. Hybrid work with NYC-based office options is available.

Qualifikationen

• 3+ years in customer success, account management, or related client-facing role.
• Ability to manage retention conversations and craft creative solutions to keep customers.
• Strong analytical mindset to identify trends and drive decisions.
• Excellent written and verbal communication with internal/external stakeholders.

Aufgaben

• Own the client relationship as the primary contact for B2B/SMB plan sponsors.
• Proactively identify at-risk accounts and develop retention strategies.
• Triage, troubleshoot, and resolve customer issues; escalate bugs with clear tickets.
• Collaborate cross-functionally with Sales, Product, Engineering, and Operations.
• Translate interactions into actionable product insights and inform team decisions.
• Leverage AI tools to summarize case history and draft communications.
• Maintain accurate CRM logs to support KPIs and data-driven decisions.

Kenntnisse

Customer success mindset

Relationship management

Analytical thinking

Excellent communication

Tools

Zendesk

Gong

Salesforce

Jobbeschreibung

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full‑time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role

We're looking for a client advocate who puts customers first and thrives on solving complex problems. As a Client Relationship Manager, you'll be the go‑to partner for our B2B plan sponsors, managing inbound inquiries, proactively reaching out to at‑risk accounts, and driving retention through consultative, thoughtful service. You'll sit at the intersection of customer experience, product feedback, and cross‑functional collaboration, making a visible impact on both client satisfaction and business outcomes. This role is ideal for someone who brings empathy and analytical rigor in equal measure.

About the Team

Our Customer Experience team is the backbone of the client experience at Gusto, a high‑energy group that takes pride in maintaining industry‑leading response times and meaningful relationships with our customers. We work closely with Sales, Product, Engineering, and Operations to continuously improve how we serve small businesses. We move fast, give and receive direct feedback, and genuinely believe that happy, retained customers are the best measure of our success.

Here's what you'll do day‑to‑day

• Own the client relationship: Serve as the primary point of contact for B2B/SMB plan sponsors, managing inbound inquiries via email and phone with a strong emphasis on quality resolution and relationship continuity
• Drive retention proactively: Identify at‑risk customers and develop customized save strategies - including pricing flexibility, service improvements, or product enhancements - to retain and strengthen accounts
• Resolve complex issues end‑to‑end: Triage, troubleshoot, and resolve customer issues, escalating technical bugs to Engineering with clear, well‑documented tickets and following through to resolution
• Collaborate cross‑functionally: Partner with Sales, Product, Engineering, and Operations to troubleshoot client issues and improve internal processes - serving as the voice of the customer in every room
• Turn feedback into insight: Translate customer interactions into actionable product insights, using data and patterns to proactively surface improvements and inform team decisions
• Leverage AI tools: Use AI‑assisted tools to summarize case history, draft customer communications, and identify trends in ticket data to work more efficiently and deliver faster resolutions
• Maintain accurate records: Keep client interaction logs and CRM data up to date to ensure consistency, support team KPIs, and enable data‑driven decision‑making

Here's what we're looking for

• 3+ years of experience in customer success, account management, relationship management, or a related client‑facing role
• Demonstrated ability to manage retention conversations and develop creative solutions to keep customers — you know how to turn a difficult conversation into a win
• Strong analytical mindset: comfortable interpreting data, identifying trends, and using insights to guide decisions and improve outcomes
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically to both customers and internal stakeholders
• Experience with customer support platforms and CRMs (e.g., Zendesk, Gong, Salesforce) and comfort learning new tools quickly
• Adaptable and calm under pressure — you adjust to shifting priorities without losing focus on quality or the customer experience
• Bonus: experience in retirement, fintech, or a startup environment; familiarity with 401(k) plans or financial products

At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like \"Head of X\" instead of a rank word like \"Director\" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non‑office days for hybrid employees.

Reliable, consistent presence: We expect regular and predictable attendance, whether you're working in‑office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.