Relationship Manager, CX

Gusto, Inc.•Chicago, IL

3d•$68,570 - $84,000•Hybrid

About The Position

We're looking for a natural client champion who thrives on building relationships, solving complex problems, and finding creative ways to help plan sponsors succeed. As a Client Relationship Manager, you'll own inbound Tier 2 work, lead proactive B2B outreach, and partner closely with cross-functional teams to ensure every customer interaction is seamless and exceptional. You'll also serve as a critical feedback loop — helping Product, Engineering, and Operations understand how customers use our platform and where we can improve. If you're enthusiastic, solutions-oriented, and energized by a complex and fast-paced environment, this role is for you. At Gusto 401(k), customer care isn't just a support function — it's central to everything we do. Our Client Relationship Management team goes beyond traditional service: we're consultative advocates who take ownership of the customer experience from start to finish.

Requirements

3+ years of experience in customer service or contact center environments, preferably in B2B SaaS
3+ years in a full-time customer support or customer care role, preferably managing customer relationships; retirement experience strongly preferred
Composure under pressure — you keep customer satisfaction and performance high even during the busiest periods
Adaptability — you shift with changing priorities without losing focus on quality
Analytical thinking — you're comfortable working with data, identifying trends, and using insights to drive decisions
Clear-headed problem solving — you diagnose issues at both individual and systemic levels and implement solutions that stick
Cross-functional influence — you can work across teams and bring stakeholders along with you
Customer-first mindset —You keep the customer experience at the forefront of every decision, delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust
Excellent communication — clear, empathetic, and effective with customers and colleagues alike
Sound judgment — you weigh the downstream impact of a decision before making it, balancing customer needs against business risk to make the right call, even when there's no SOP to guide you
Strong organization — you manage high volumes, competing priorities, and tight timelines without dropping the ball
Retention focus — you think strategically about how to keep customers happy and loyal
Quick product mastery — you pick up new tools and platforms fast and can speak to them with confidence
Tech proficiency — comfortable with Google Workspace, support platforms (Zendesk, Intercom, Gong, Jira), and CRMs. Comfortable with leveraging AI to drive efficiency.
Professional integrity — you maintain a high standard of professional and respectful communication with teammates across all channels, including in office and via Slack, ensuring a positive and productive shared environment.

Nice To Haves

AI experience requirements vary by role and will be assessed during the interview process.

Responsibilities

Be the expert. Act as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone. Own your cases end-to-end and set the bar for what great service looks like.
Drive retention. Proactively identify at-risk customers and implement tailored save strategies — whether through pricing flexibility, service improvements, or product enhancements.
Collaborate cross-functionally. Partner with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers across the organization.
Be the voice of the customer. Translate customer feedback into clear, actionable insights that fuel product and process improvements.
Educate and empower. Provide customers with the training and resources they need to get the most out of our platform.
Work with data. Derive insights from client data to proactively address issues, inform decisions, and drive better outcomes for customers and the business.
Resolve issues efficiently. Triage, troubleshoot, and escalate technical bugs with clear documentation so our Engineering team can act quickly.
Maintain accurate records. Keep customer interaction records up to date to ensure consistency and alignment with team KPIs.
Think holistically. Dig into root causes, develop effective solutions, and consider downstream impacts — especially for plan-level changes.
Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike