Retirement Client Success Manager

Gusto; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity (RSUs)

Job summary

Gusto is seeking a Client Relationship Manager to champion the customer experience for B2B plan sponsors. You will own the client relationship, manage inquiries, and drive retention through consultative service.

Collaboration with Sales, Product, Engineering, and Operations will be key to delivering value and product insight. Ideal candidates bring 3+ years in customer success or related roles, strong communication skills, and a proven ability to turn at-risk accounts into wins.

Qualifications

• 3+ years in customer success, account management, or related client-facing role.
• Ability to manage retention conversations and develop creative win-back solutions.
• Strong analytical mindset to derive insights from data.

Responsibilities

• Own the client relationship as the primary contact for B2B plan sponsors.
• Proactively identify at-risk accounts and develop retention strategies.
• Triages and resolves complex issues end-to-end, escalating when needed.
• Collaborate with Sales, Product, Engineering, and Operations to improve processes.
• Translate interactions into actionable product insights for the team.
• Leverage AI-assisted tools to summarize cases and draft communications.
• Maintain accurate logs and CRM data to support KPIs and decisions.

Skills

Client relationship mgmt

Retention strategy

Analytical mindset

Communication skills

CRM familiarity

Adaptable under pressure

Startup/fintech experience

Tools

Zendesk

Gong

Salesforce

Job description

Gusto is seeking a Client Relationship Manager to champion the customer experience for B2B plan sponsors. You will own the client relationship, manage inquiries, and drive retention through consultative service.

Collaboration with Sales, Product, Engineering, and Operations will be key to delivering value and product insight. Ideal candidates bring 3+ years in customer success or related roles, strong communication skills, and a proven ability to turn at-risk accounts into wins.