# Relationship Manager, CX

**Company**: Gusto
**Location**: Chicago, IL
**Experience**: senior
**Job type**: full-time
**Salary**: $68,570 - $84,000 / year
**Category**: Customer Experience
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gusto/jobs/8143034?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_975fca97-3ab

## Description

At Gusto, we're on a mission to grow the small business economy.

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.

Here's what you'll do day-to-day:

- Be the expert, acting as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone.

- Drive retention by proactively identifying at-risk customers and implementing tailored save strategies.

- Collaborate cross-functionally with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers.

- Be the voice of the customer, translating customer feedback into clear, actionable insights that fuel product and process improvements.

- Educate and empower customers by providing training and resources to get the most out of the platform.

- Work with data to derive insights and proactively address issues.

- Resolve issues efficiently by triaging, troubleshooting, and escalating technical bugs.

- Maintain accurate records of customer interactions.

- Think holistically by digging into root causes and developing effective solutions.

- Leverage AI tools to work more efficiently and deliver smarter solutions.

We're looking for:

- 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.

- Composure under pressure, adaptability, analytical thinking, clear-headed problem solving, cross-functional influence, customer-first mindset, excellent communication, sound judgment, strong organization, retention focus, quick product mastery, tech proficiency, and professional integrity.

Our cash compensation range for this role is $68,570 - $84,000 / year in Chicago and Denver.

## Skills

### Required
- customer service
- B2B SaaS
- analytical thinking
- problem solving
- communication
- AI tools

### Nice to have
- retirement experience
- Google Workspace
- Zendesk
- Intercom
- Gong
- Jira
- CRMs

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/8143034?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)