Relationship Manager, CX
Own complex B2B and SMB customer relationships for Gusto 401(k), resolving issues, driving retention, and translating feedback into product improvements. The role requires at least three years of customer support or customer service experience, strong analytical and communication skills, and familiarity with support and CRM platforms.
About the job
Responsibilities
- Serve as the primary point of contact for B2B and SMB customers, consulting on complex plan inquiries by email and phone.
- Own customer cases end to end and deliver exceptional service.
- Identify at-risk customers and implement tailored retention strategies.
- Collaborate with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers.
- Translate customer feedback into actionable product and process improvements.
- Provide customer training and resources.
- Analyze client data to identify trends, address issues, and inform decisions.
- Triage, troubleshoot, and escalate technical bugs with clear documentation.
- Maintain accurate customer interaction records and support team KPIs.
- Investigate root causes, develop solutions, and assess downstream impacts of plan-level changes.
- Use AI tools to improve efficiency and customer outcomes.
Requirements
- 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 and adaptability in fast-paced environments.
- Analytical thinking and the ability to use data to drive decisions.
- Strong problem-solving, cross-functional collaboration, communication, organization, judgment, and customer-retention skills.
- Ability to quickly learn new products and platforms.
- Proficiency with Google Workspace, Zendesk, Intercom, Gong, Jira, and CRM systems.
- Comfort using AI tools to improve efficiency.
- Professional integrity and respectful communication.
Compensation and Benefits
- Cash compensation: $68,570–$84,000 per year in Chicago and Denver.
- Full-time employees receive competitive base pay, benefits, and equity (RSUs).
Skills
Google Workspace, Zendesk, Intercom, Gong, Jira, CRM, AI Tools, Customer Retention, Data Analysis
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