Customer Success

Gusto's mission is to grow the small business economy, handling payroll, health insurance, 401(k)s, and HR for over 500,000 small businesses nationwide. Teams are in Denver, San Francisco, and New York. All full-time employees receive competitive base pay, benefits, and equity (RSUs). AI is a fundamental part of how work gets done at Gusto; all team members are expected to actively engage with AI tools relevant to their role.

As a Client Relationship Manager on the Gusto 401(k) team, you will own inbound Tier 2 work, lead proactive B2B outreach, and partner with cross-functional teams to ensure seamless customer interactions. You will serve as a feedback loop for Product, Engineering, and Operations.

• Act as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone.
• Own cases end-to-end and set the bar for great service.
• Proactively identify at-risk customers and implement tailored save strategies, including pricing flexibility, service improvements, or product enhancements.
• Partner with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers.
• Translate customer feedback into actionable insights for product and process improvements.
• Provide customers with training and resources to maximize platform usage.
• Derive insights from client data to proactively address issues and inform decisions.
• Triage, troubleshoot, and escalate technical bugs with clear documentation.
• Maintain accurate customer interaction records aligned with team KPIs.
• Dig into root causes, develop solutions, and consider downstream impacts, especially for plan-level changes.
• Use AI tools to work more efficiently and deliver faster solutions.

• 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; retirement experience strongly preferred.
• 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 with Google Workspace, support platforms (Zendesk, Intercom, Gong, Jira), and CRMs; comfortable leveraging AI for efficiency.

Cash compensation range: $68,570 - $84,000 / year in Chicago and Denver. Additional locations will vary based on geographical pay approach. Final offers are determined by multiple factors including candidate location, experience, and expertise.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations are expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, whose physical office is in Scottsdale. The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required, including non-office days for hybrid employees.

Gusto is an equal opportunity employer and considers qualified applicants with criminal histories, consistent with applicable law. Reasonable accommodations are available for qualified individuals with disabilities and disabled veterans.