Strategic Client Relationship Manager (B2B SaaS)

Gusto; Chicago, Northern (IL, KY); Hybrid; USD 69,000 - 84,000; Full time

Benefits offered by this job

Competitive pay

Equity (RSUs)

Benefits

Job summary

Gusto is hiring a Client Relationship Manager to own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross‑functional teams to deliver seamless customer experiences. You’ll be the expert for SMB customers, driving retention and translating feedback into product improvements.

In this role you’ll collaborate with Sales, Product, Engineering, and Operations, educate customers on the platform, and use data to address issues and improve outcomes.

Qualifications

• 3+ years in customer service or contact centers, B2B SaaS preferred.
• Experience in proactive B2B outreach and client relationship management.
• Strong analytical thinking and data-driven decision making.
• Ability to translate feedback into product and process improvements.
• Excellent communication and problem-solving under pressure.

Responsibilities

• Serve as the primary point of contact for B2B/SMB customers and own cases end-to-end.
• Drive retention with proactive saves and tailored improvements.
• Collaborate with Sales, Product, Engineering, and Ops to resolve issues.
• Translate customer feedback into actionable insights for product teams.
• Provide training and resources to help customers maximize the platform.
• Analyze client data to inform decisions and outcomes.
• Document issues with clear steps for faster engineering resolution.
• Maintain accurate records and align with KPIs.

Skills

B2B SaaS experience

Customer service

Relationship-building

Problem solving

Data analysis

Cross-functional collaboration

AI tooling familiarity

Tools

Google Workspace

Zendesk

Intercom

Gong

Jira

CRM systems

Job description

Gusto is hiring a Client Relationship Manager to own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross‑functional teams to deliver seamless customer experiences. You’ll be the expert for SMB customers, driving retention and translating feedback into product improvements.

In this role you’ll collaborate with Sales, Product, Engineering, and Operations, educate customers on the platform, and use data to address issues and improve outcomes.