Retirement Plan Client Success Manager

Gusto; Denver, Chicago, Phoenix, New York (CO, IL, AZ, NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity (RSUs)

Job summary

Gusto Retirement Client Relationship Manager role is focused on owning B2B/SMB sponsor relationships, handling inquiries, and proactively engaging at-risk accounts to drive retention. You will collaborate with Sales, Product, Engineering, and Operations to translate feedback into product insights and improve outcomes, using AI-assisted tools to streamline workflows and maintain records.

We value empathy, analytical rigor, and the ability to adapt in a fast-paced fintech environment, with

Qualifications

• 3+ years in customer success, account management, or related client-facing role.
• Ability to drive retention and create creative solutions.
• Strong analytical mindset with data interpretation.
• Excellent written and verbal communication.
• Experience with Zendesk, Gong, Salesforce; quick to learn new tools.
• Calm under pressure and adaptable.
• Bonus: retirement, fintech, or startup experience; familiarity with 401(k) products.

Responsibilities

• Own the client relationship: be the primary contact for B2B/SMB plan sponsors and manage inbound inquiries with a focus on quality resolution and continuity.
• Drive retention proactively by identifying at-risk customers and developing customized save strategies.
• Resolve complex issues end-to-end; triage, troubleshoot, and escalate as needed with clear documentation.
• Collaborate cross-functionally with Sales, Product, Engineering, and Operations to improve processes and represent the voice of the customer.
• Turn feedback into insights by translating interactions into product improvements using data patterns.
• Leverage AI tools to summarize case history, draft communications, and identify trends to improve efficiency.
• Maintain accurate client interaction logs and CRM data to support KPIs and data-driven decisions.

Skills

Customer success

Account management

Relationship management

Analytical mindset

Communication skills

Adaptable under pressure

Tools

Zendesk

Gong

Salesforce

Job description

Gusto Retirement Client Relationship Manager role is focused on owning B2B/SMB sponsor relationships, handling inquiries, and proactively engaging at-risk accounts to drive retention. You will collaborate with Sales, Product, Engineering, and Operations to translate feedback into product insights and improve outcomes, using AI-assisted tools to streamline workflows and maintain records.

We value empathy, analytical rigor, and the ability to adapt in a fast-paced fintech environment, with