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Gusto is seeking a Relationship Manager for Customer Experience to join its 401(k) customer care team. This role focuses on building and maintaining strong relationships with B2B/SMB plan sponsors while ensuring exceptional service delivery.
Day-to-day responsibilities include:
- Serving as the primary point of contact for complex plan inquiries via email and phone, owning cases end-to-end
- Proactively identifying at-risk customers and implementing tailored retention strategies
- Collaborating cross-functionally with Sales, Product, Engineering, and Operations to resolve issues and advocate for customers
- Translating customer feedback into actionable insights that drive product and process improvements
- Providing training and resources to help customers maximize platform value
- Analyzing customer data to identify trends and proactively address issues
- Triaging and documenting technical issues for the Engineering team
- Maintaining accurate customer interaction records and tracking KPIs
- Using AI tools to work more efficiently and deliver smarter solutions
The ideal candidate brings 3+ years of customer service or contact center experience, preferably in B2B SaaS, with strong retirement/benefits domain knowledge. You should demonstrate composure under pressure, adaptability to changing priorities, analytical thinking, and clear problem-solving skills. Cross-functional influence and a customer-first mindset are essential. The role requires comfort with data analysis, ability to diagnose issues at individual and systemic levels, and active engagement with AI tools relevant to the position.
Gusto supports over 500,000 small businesses with payroll, health insurance, 401(k)s, and HR solutions. The company offers competitive base pay, benefits, and equity (RSUs) for all full-time employees, with offers determined by role, level, and location.
