Retirement Client Success & Retention Specialist

The Wrap; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive benefits

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer success mindset

Relationship management

Analytical thinking

Excellent communication

Tools

Zendesk

Gong

Salesforce

Job description

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.