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Relationship Manager, CX

10 minutes ago
United States
Full-time
Mid Level
Account Manager
Customer and Technical Support
CRM JIRA
Apply Now
Gusto

Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. They offer full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With a mission to create a world where work empowers a bet...

Professional Services
1K-5K
Founded 2011
$746M raised
View All Jobs 4

Description

  • Serve as the primary contact for B2B and SMB customers, resolving complex plan inquiries by phone and email.
  • Own inbound Tier 2 cases from intake through resolution while maintaining high service standards.
  • Identify at-risk customers and implement tailored retention strategies.
  • Collaborate with Sales, Product, Engineering, and Operations to resolve issues and advocate for customers.
  • Translate customer feedback into actionable product and process improvements.
  • Educate customers through training, resources, and platform guidance.
  • Analyze client data to identify trends, address issues, and inform business decisions.
  • Triage, troubleshoot, document, and escalate technical bugs to Engineering.
  • Maintain accurate customer records and consider downstream impacts of plan-level changes.
  • Use AI tools to improve efficiency and deliver faster customer solutions.

Requirements

  • 3+ years of experience in customer service or contact center environments, preferably in B2B SaaS.
  • 3+ years of full-time customer support or customer care experience, preferably managing customer relationships; retirement experience is strongly preferred.
  • Strong analytical thinking, problem-solving, and root-cause analysis skills.
  • Excellent clear, empathetic communication with customers and colleagues.
  • Ability to remain composed under pressure and manage high volumes, competing priorities, and tight timelines.
  • Adaptability to changing priorities while maintaining service quality.
  • Ability to influence and collaborate effectively across functions.
  • Customer-first, retention-oriented mindset with sound judgment and professional integrity.
  • Ability to quickly learn and confidently use new products and platforms.
  • Proficiency with Google Workspace, Zendesk, Intercom, Gong, Jira, CRMs, and AI tools.

Benefits

  • $68,570–$84,000 annual cash compensation in Chicago and Denver; pay varies by location, experience, and expertise.
  • Competitive benefits and equity in the form of RSUs for full-time employees.
  • Hybrid office schedule of approximately 2–3 days per week for employees based in Denver, San Francisco, or New York; location-specific arrangements may apply.
  • Secure, reliable internet connection required when working outside a Gusto office.
  • Equal opportunity employer with reasonable accommodations available for qualified candidates.

Interested in this position?

Apply directly on the company website

Apply Now

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