Relationship Manager, Gusto
Customer Experience
$68.6-84k
2-3 days a week in office
Automated payroll, benefits & HR platform
Job no longer available
Automated payroll, benefits & HR platform
1001+ employees
Job no longer available
$68.6-84k
2-3 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- 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 — you keep customer satisfaction and performance high even during the busiest periods
- Adaptability — you shift with changing priorities without losing focus on quality
- Analytical thinking — you're comfortable working with data, identifying trends, and using insights to drive decisions
- Clear-headed problem solving — you diagnose issues at both individual and systemic levels and implement solutions that stick
- Cross-functional influence — you can work across teams and bring stakeholders along with you
- Customer-first mindset —You keep the customer experience at the forefront of every decision, delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust
- Excellent communication — clear, empathetic, and effective with customers and colleagues alike
- Sound judgment — you weigh the downstream impact of a decision before making it, balancing customer needs against business risk to make the right call, even when there's no SOP to guide you
- Strong organization — you manage high volumes, competing priorities, and tight timelines without dropping the ball
- Retention focus — you think strategically about how to keep customers happy and loyal
- Quick product mastery — you pick up new tools and platforms fast and can speak to them with confidence
- Tech proficiency — comfortable with Google Workspace, support platforms (Zendesk, Intercom, Gong, Jira), and CRMs. Comfortable with leveraging AI to drive efficiency
- Professional integrity — you maintain a high standard of professional and respectful communication with teammates across all channels, including in office and via Slack, ensuring a positive and productive shared environment
What the job involves
- 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
- 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
- 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 into clear, actionable insights that fuel product and process improvements
- Educate and empower. Provide customers with the training and resources they need to get the most out of our platform
- Work with data. Derive insights from client data to proactively address issues, inform decisions, and drive better outcomes for customers and the business
- Resolve issues efficiently. Triage, troubleshoot, and escalate technical bugs with clear documentation so our Engineering team can act quickly
- Maintain accurate records. Keep customer interaction records up to date to ensure consistency and alignment with team KPIs
- Think holistically. Dig into root causes, develop effective solutions, and consider downstream impacts — especially for plan-level changes
- Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy - which many SMB owners don’t have. The co-founders of Gusto all come from small business backgrounds, which is why they created a platform that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 400,000 customers and a multi-billion dollar valuation. And in 2021, Gusto began acquiring other companies to strengthen its offering and position in a competitive market, including the likes of Ardius, Symmetry and Guideline.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. It continues to expand its platform, for example by partnering with Parafin to launch a payroll line of credit for small businesses, and more recently launching Cofounder, an AI teammate tailored to the needs of small businesses.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.3m
Company benefits
- Medical, dental, and vision insurance for employees and dependents
- Family care and support, including family planning and fertility benefits
- Gender-affirming care and support
- A variety of mental health resources
- Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more
- Free meals and refreshments at the office (conversation and community is an added bonus!)
Company HQ
Central Waterfront, San Francisco, CA
Leadership
Joshua Reeves
(CEO & Co-Founder)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO & Co-Founder)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo before co-founding Gusto in 2011.
Edward Kim
(Head of Technology & Co-Founder)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing before co-founding Gusto in 2011.
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