Retirement Client Relationship Manager
Gusto is a payroll and HR platform that helps small businesses pay domestic and international employees, manage benefits, and automate compliance.
Maintainer signals as of 8/12/2026
Projects
About Gusto
Gusto serves small and mid-sized businesses with payroll processing, employee benefits administration, and HR tools in one platform. Users can run payroll, manage health insurance, hire globally, and pay international contractors in local currency or USDC stablecoins. The platform automates payroll tax filings across multiple states and integrates with tools like QuickBooks and Xero.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You serve as the primary relationship manager for B2B and SMB plan sponsors. You manage inbound inquiries, proactively contact at-risk accounts, develop retention strategies, resolve complex issues, collaborate across functions, turn customer feedback into product insights, use AI tools to improve efficiency, and maintain accurate CRM records.
Requirements
- 3+ years of experience in customer success, account management, relationship management, or a related client-facing role
- Retention conversation management
- Analytical skills
- Written communication
- Verbal communication
- Customer support platforms
- CRM
- Zendesk
- Gong
- Salesforce
- Retirement experience
- Fintech experience
- 401(k) plans
- Financial products
Responsibilities
- Serve as the primary point of contact for B2B and SMB plan sponsors
- Manage inbound inquiries by email and phone
- Identify at-risk customers and develop customized retention strategies
- Triage, troubleshoot, and resolve customer issues end-to-end
- Escalate technical bugs to Engineering with documented tickets
- Collaborate with Sales, Product, Engineering, and Operations
- Translate customer interactions into actionable product insights
- Use AI tools to summarize case history, draft communications, and identify ticket trends
- Maintain accurate client interaction logs and CRM data
Benefits
- Equity in the form of RSUs
