Top Customer Success & Experience Jobs in CO

The Expansion Account Manager will manage customer relationships, drive account retention, identify growth opportunities, and leverage data for proactive outreach to enhance customer success and satisfaction.

Guide employers through end-to-end 401(k) automation onboarding, including eligibility checks, plan-detail collection, provider coordination, plan configuration and testing in Pay(k)onnect, and go-live verification. Maintain proactive customer communication, resolve issues, manage deadlines, improve processes, and provide resources that enhance the onboarding experience. The role requires account management, compliance awareness, data accuracy, KPI performance, adaptability, and effective collaboration with customers and 401(k) partners.

Own Tier 2 support and B2B customer relationships for retirement plan sponsors. Resolve complex inquiries, drive retention, educate customers, analyze client data, troubleshoot technical issues, and advocate for product and process improvements. Collaborate with Sales, Product, Engineering, and Operations while maintaining accurate records and delivering thoughtful, efficient customer experiences using support platforms and AI tools.

Provide phone and email support to B2B retirement plan sponsors and employers. Manage inbound queues, resolve and escalate complex issues, maintain service benchmarks, and collaborate with Product, Engineering, and Sales. Identify customer trends, communicate actionable feedback, handle sensitive information, and use support platforms and AI tools to improve customer outcomes and internal processes.

Manage end-to-end onboarding for Gusto 401(k) plans (new setups and conversions). Serve as primary contact for sponsors/admins, drive tasks to activation and first contribution, coordinate cross-functionally, ensure data accuracy and compliance, monitor performance metrics, and use AI tools to improve workflows.

Serve as the primary, consultative point of contact for retirement benefits clients via phone, email, and Zoom. Provide expert support on 401(k) and plan health, proactively identify churn risk, educate customers on fiduciary responsibilities, leverage AI tools and cross-functional partners to resolve issues, and drive customer retention and engagement.

Resolve payroll tax notices for customers by researching discrepancies, communicating with government agencies, documenting cases, collaborating with cross-functional teams, and using AI tools to improve processes while delivering excellent customer service.

Lead a team of 10–15 licensed benefits advisors through renewal cycles to drive retention, revenue growth, and exceptional customer experience. Coach for performance, run cross-functional projects to improve processes and tooling, integrate AI responsibly, and ensure compliance. Partner with Product, Sales, and Carrier Ops to optimize advisor workflows and customer outcomes.