Future Opportunities: Retirement Client Relationship Manager

Future Opportunities: Retirement Client Relationship ManagerAt Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.Gusto is seeking Client Relationship Managers who thrive in a fast-paced, consultative environment and are interested in being considered for future start dates in 2026. If you'd like to be considered for future opportunities with our team, please complete the form below and upload your resume.While start dates are still being determined for 2026, we'd love to connect! Does this sound like you? Apply below.About the RoleWe're looking for a client advocate who puts customers first and thrives on solving complex problems. As a Client Relationship Manager, you'll be the go-to partner for our B2B plan sponsors, managing inbound inquiries, proactively reaching out to at-risk accounts, and driving retention through consultative, thoughtful service. You'll sit at the intersection of customer experience, product feedback, and cross-functional collaboration, making a visible impact on both client satisfaction and business outcomes. This role is ideal for someone who brings empathy and analytical rigor in equal measure.About the TeamOur Customer Experience team is the backbone of the client experience at Gusto, a high-energy group that takes pride in maintaining industry-leading response times and meaningful relationships with our customers. We work closely with Sales, Product, Engineering, and Operations to continuously improve how we serve small businesses. We move fast, give and receive direct feedback, and genuinely believe that happy, retained customers are the best measure of our success.Here's what you'll do day-to-dayOwn 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 continuityDrive retention proactively: Identify at-risk customers and develop customized save strategies — including pricing flexibility, service improvements, or product enhancements — to retain and strengthen accountsResolve 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 resolutionCollaborate 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 roomTurn feedback into insight: Translate customer interactions into actionable product insights, using data and patterns to proactively surface improvements and inform team decisionsLeverage 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 resolutionsMaintain accurate records: Keep client interaction logs and CRM data up to date to ensure consistency, support team KPIs, and enable data-driven decision-makingHere's what we're looking for3+ years of experience in customer success, account management, relationship management, or a related client-facing roleDemonstrated ability to manage retention conversations and develop creative solutions to keep customers — you know how to turn a difficult conversation into a winStrong analytical mindset: comfortable interpreting data, identifying trends, and using insights to guide decisions and improve outcomesExcellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically to both customers and internal stakeholdersExperience with customer support platforms and CRMs (e.g., Zendesk, Gong, Salesforce) and comfort learning new tools quicklyAdaptable and calm under pressure — you adjust to shifting priorities without losing focus on quality or the customer experienceBonus: experience in retirement, fintech, or a startup environment; familiarity with 401(k) plans or financial products