Relationship Manager, CX

About Gusto

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 ourTotal 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.

About the Role:

We're looking for a natural client champion who thrives on building relationships, solving complex problems, and finding creative ways to help plan sponsors succeed. As a Client Relationship Manager, you'll own inbound Tier 2 work, lead proactive B2B outreach, and partner closely with cross-functional teams to ensure every customer interaction is seamless and exceptional. You'll also serve as a critical feedback loop — helping Product, Engineering, and Operations understand how customers use our platform and where we can improve.

If you're enthusiastic, solutions-oriented, and energized by a complex and fast-paced environment, this role is for you.

About the Team:

At Gusto 401(k), customer care isn't just a support function — it's central to everything we do. Our Client Relationship Management team goes beyond traditional service: we're consultative advocates who take ownership of the customer experience from start to finish.

Here’s what you’ll do day-to-day:

• Be the expert. Act as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone. Own your cases end-to-end and set the bar for what great service looks like.
• Drive retention. Proactively identify at-risk customers and implement tailored save strategies — whether through pricing flexibility, service improvements, or product enhancements.
• Collaborate cross-functionally. Partner with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers across the organization.
• Be the voice of the customer. Translate customer feedback int