Retirement Plan Client Success Manager

Gusto; Denver (CO); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive base pay

Benefits

Job summary

Gusto in Denver is seeking a Client Relationship Manager who puts customers first and thrives on solving complex problems. You’ll be the go-to partner for B2B plan sponsors, handling inbound inquiries and driving retention through consultative, thoughtful service.

You will collaborate across Sales, Product, Engineering and Operations, translating interactions into product insights and using AI tools to work efficiently.

Qualifications

• 3+ years in customer success, account management, or related client-facing role.
• Strong analytical mindset with ability to interpret data and identify trends.
• Excellent written and verbal communication, empathetic and clear.
• Experience conducting retention conversations and crafting win-back strategies.
• Comfort learning new tools and working with CRMs like Zendesk, Salesforce, Gong.

Responsibilities

• Own the client relationship as the primary contact for B2B/SMB plan sponsors.
• Proactively identify at-risk customers and develop customized retention strategies.
• Triage and resolve complex issues end-to-end, escalate bugs with clear tickets.
• Collaborate with Sales, Product, Engineering, and Operations to improve processes.
• Translate customer interactions into actionable product insights and influence decisions.
• Use AI tools to summarize case history, draft communications, and identify trends.
• Maintain accurate CRM logs and data to support KPIs and decision making.

Skills

Customer success

Analytical mindset

Communication skills

Retention strategy

Cross-functional collaboration

Adaptable under pressure

Tools

Zendesk

Salesforce

Gong

Job description

Gusto in Denver is seeking a Client Relationship Manager who puts customers first and thrives on solving complex problems. You’ll be the go-to partner for B2B plan sponsors, handling inbound inquiries and driving retention through consultative, thoughtful service.

You will collaborate across Sales, Product, Engineering and Operations, translating interactions into product insights and using AI tools to work efficiently.