Hybrid opportunity at
GustoFuture Opportunities: Retirement Client Relationship Manager
Gusto is currently accepting expressions of interest for future Retirement Client Relationship Manager positions anticipated for 2026. As a key member of the customer experience organization,…
Career Tools
About This Role
Gusto is currently accepting expressions of interest for future Retirement Client Relationship Manager positions anticipated for 2026. As a key member of the customer experience organization, this role focuses on supporting small business plan sponsors and protecting account retention through consultative service. The company builds administrative software handling payroll, health coverage, 401(k) plans, and human resources for over half a million organizations nationwide. Operating from office locations in Denver, San…
Job Description
Gusto is currently accepting expressions of interest for future Retirement Client Relationship Manager positions anticipated for 2026. As a key member of the customer experience organization, this role focuses on supporting small business plan sponsors and protecting account retention through consultative service.
The company builds administrative software handling payroll, health coverage, 401(k) plans, and human resources for over half a million organizations nationwide. Operating from office locations in Denver, San Francisco, New York City, and Scottsdale, the company utilizes a hybrid work model where team members work on-site approximately two to three days per week.
This position suits an empathetic professional who balances analytical problem-solving with customer advocacy. Day-to-day duties involve managing inbound inquiries via phone and email, developing customized save strategies for at-risk accounts, resolving technical cases end-to-end, and translating client feedback into actionable product insights. Team members are also expected to actively engage with artificial intelligence tools to summarize case histories, draft messages, and streamline workflows.
The employer provides full-time team members with competitive base compensation, comprehensive benefits, and equity through restricted stock units. Candidates should demonstrate a strong background in client-facing account management, clear communication abilities, and comfort with modern CRM platforms.
Responsibilities
- Serve as the primary contact for business plan sponsors managing inbound questions through phone and email channels
- Identify at-risk accounts and formulate tailored retention strategies incorporating pricing, service, or product adjustments
- Troubleshoot and resolve customer problems end-to-end, escalating software bugs with documented tickets to engineering teams
- Partner cross-functionally with sales, product, engineering, and operations departments to elevate the customer voice
- Convert client interaction data and usage patterns into constructive product insights and operational improvements
- Utilize artificial intelligence applications to summarize past cases, draft client messages, and uncover ticket patterns
- Maintain up-to-date customer relationship management records and interaction logs to support team metrics
Requirements
- Bring a minimum of three years of professional experience in account management, customer success, relationship management, or related client-facing functions
- Demonstrate the ability to conduct retention conversations and create custom solutions for challenging situations
- Exhibit a strong analytical mindset capable of interpreting data and applying insights to daily decisions
- Possess written and verbal communication skills to explain complex concepts clearly and empathetically
- Demonstrate prior experience working with customer support platforms and customer relationship management software such as Zendesk, Gong, or Salesforce
- Maintain the ability to remain calm and adaptable under pressure while keeping focus on service quality
- Maintain a secure, reliable, and consistent internet connection for remote work days
Qualifications
- Prior background working within retirement services, financial technology, or startup environments
- Familiarity with financial products or 401(k) retirement plans
Core Skills
Benefits
- Competitive base pay
- Comprehensive employee benefits
- Equity in the form of restricted stock units
Frequently Asked Questions
When are the start dates for this future opportunity?
The posting indicates that start dates are being determined for future opportunities in 2026.
What is the remote work policy for this role?
This is a hybrid position. Employees based near physical offices in Denver, San Francisco, New York City, or Scottsdale are expected to work on-site approximately two to three days per week, and a secure internet connection is required for remote days.
What experience is required to apply?
Applicants must have at least three years of experience in customer success, account management, relationship management, or a related client-facing role, along with strong analytical and communication skills.
Is a salary specified in the job posting?
The salary is not specified in the job posting, though the employer notes that all full-time employees receive competitive base pay, benefits, and equity.
How can I apply for this future opportunity?
Candidates can submit their interest by completing the online application form and uploading their resume.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.