Future Opportunities: Retirement Client Relationship Manager

gusto· 35 open roles

Location TBD On-siteFull-timeYesterday

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

Yesterday

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About This RoleAI processing…

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy .

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

Key Responsibilities

1
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
2
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
3
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
4
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
5
Turn feedback into insight : Translate customer interactions into actionable product insights, using data and patterns to proactively surface improvements and inform team decisions
6
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
7
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

Requirements

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

Perks & Benefits

Bonus: experience in retirement, fintech, or a startup environment; familiarity with 401(k) plans or financial products

We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.