Future Opportunities: Retirement Client Relationship Manager

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

Experience with customer support platforms and CRMs (e.g., Zendesk, Gong, Salesforce) and comfort learning new tools quickly

Our customers come from all walks of life and so do we.

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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.

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

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.