Future Opportunities: Retirement Client Relationship Manager

Client Relationship Manager

We'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.

Our 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-day

• Own 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 continuity
• Drive retention proactively: Identify at-risk customers and develop customized save strategies — including pricing flexibility, service improvements, or product enhancements — to retain and strengthen accounts
• Resolve 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 resolution
• Collaborate 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 room
• Turn feedback into insight: Translate customer interactions into actionable product insights, using data and patterns to proactively surface improvements and inform team decisions
• Leverage 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 resolutions
• Maintain accurate records: Keep client interaction logs and CRM data up to date to ensure consistency, support team KPIs, and enable data-driven decision-making

Here's what we're looking for

• 3+ years of experience in customer success, account management, relationship management, or a related client-facing role
• Demonstrated ability to manage retention conversations and develop creative solutions to keep customers — you know how to turn a difficult conversation into a win
• Strong analytical mindset: comfortable interpreting data, identifying trends, and using insights to guide decisions and improve outcomes
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically to both customers and internal stakeholders
• Experience with customer support platforms and CRMs (e.g., Zendesk, Gong, Salesforce) and comfort learning new tools quickly
• Adaptable and calm under pressure — you adjust to shifting priorities without losing focus on quality or the customer experience
• Bonus: experience in retirement, fintech, or a startup environment; familiarity with 401(k) plans or financial products