Relationship Manager, CX

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.