Retirement Plan Client Success Lead

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

Benefits offered by this job

Competitive base pay

Equity (RSUs)

Total Rewards philosophy

Job summary

Gusto, a leading fintech payroll company, is seeking a Client Relationship Manager to partner with B2B plan sponsors, handling inquiries and driving retention with consultative service.

The role sits at the intersection of customer experience and product feedback, collaborating with Sales, Product, Engineering, and Operations to deliver measurable outcomes and superior client satisfaction via thoughtful, analytics-driven approaches.

Qualifications

• 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.
• 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.
• Bonus: experience in retirement, fintech, or a startup environment; familiarity with 401(k) plans or financial products.

Responsibilities

• 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

Skills

Customer relationship management

Retention conversations

Data interpretation

Written and verbal communication

Adaptability under pressure

Tools

Zendesk

Salesforce

Gong

Job description

Gusto, a leading fintech payroll company, is seeking a Client Relationship Manager to partner with B2B plan sponsors, handling inquiries and driving retention with consultative service.

The role sits at the intersection of customer experience and product feedback, collaborating with Sales, Product, Engineering, and Operations to deliver measurable outcomes and superior client satisfaction via thoughtful, analytics-driven approaches.