Relationship Manager, CX

Gusto is on a mission to grow the small business economy, handling payroll, health insurance, 401(k)s, and HR for over 500,000 small businesses nationwide. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

We're looking for a natural client champion to own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross-functional teams. You'll serve as a feedback loop for Product, Engineering, and Operations.

• Act as primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone.
• Proactively identify at-risk customers and implement tailored save strategies.
• Collaborate with Sales, Product, Engineering, and Operations.
• Translate customer feedback into actionable insights.
• Provide training and resources to customers.
• Derive insights from client data.
• Triage and escalate technical bugs.
• Maintain accurate records.
• Use AI tools to work efficiently.

• 3+ years in customer service or contact center, preferably B2B SaaS.
• 3+ years in full-time customer support/care, retirement experience preferred.
• Composure under pressure, adaptability, analytical thinking, problem-solving, cross-functional influence, customer-first mindset, excellent communication, sound judgment, strong organization, retention focus, quick product mastery, tech proficiency with Google Workspace, Zendesk, Intercom, Gong, Jira, and CRMs, and comfort with AI.

Cash compensation range: $68,570 - $84,000/year in Chicago and Denver. Additional locations vary.

Gusto has offices in Denver, SF, and NYC. Employees based in those locations work from the office 2-3 days/week. This role is remote for Chicago and hybrid for Denver.