Client Experience & Growth Lead

Heartland Business Systems; City of Pewaukee (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Heartland Business Systems is seeking a Client Experience Partner in Wisconsin to serve as a trusted post-sales advisor, driving client retention, satisfaction, and growth. You will conduct routine check-ins, lead monthly or quarterly business reviews, and coordinate across engineering, service delivery, account management, and leadership to ensure value realization.

The role emphasizes proactive risk identification, health monitoring, and collaboration with Sales for expansion opportunities,

Qualifications

• 2–4 years' experience in a customer success, account management, client services, or customer-facing IT services role.
• Experience leading client-facing meetings, presentations, or business reviews.

Responsibilities

• Own client retention and renewal readiness, including risk identification and remediation plans.
• Drive account expansion by identifying upsell opportunities with Account Managers and Sales.
• Conduct routine proactive check-ins to ensure satisfaction and service delivery meets expectations.
• Host and coordinate monthly or quarterly business reviews with scheduling, data, and action follow-ups.
• Coordinate internal and external stakeholders for reviews and escalations.
• Develop and maintain success plans documenting client goals, health, risks, and growth.
• Monitor health indicators and act on negative trends to protect retention.
• Support contract renewals in partnership with Solution Consultants.
• Maintain up-to-date records in CRM/PSA and document review activities.
• Follow policies and contribute to process/documentation improvements.

Skills

Active Listening

Adaptability

Client Focus

Communication

Conflict Resolution

Decision Making

Integrity

Organization

Presentation Skills

Problem Solving

Relationship Building

Time Management

Education

Associate degree in business, technology, or related field

Bachelor's degree in business, technology, or related field

Customer success or account management certification

Tools

CRM platforms (ConnectWise Manage, Salesforce, HubSpot)

Reporting/BI tools

Job description

Heartland Business Systems is seeking a Client Experience Partner in Wisconsin to serve as a trusted post-sales advisor, driving client retention, satisfaction, and growth. You will conduct routine check-ins, lead monthly or quarterly business reviews, and coordinate across engineering, service delivery, account management, and leadership to ensure value realization.

The role emphasizes proactive risk identification, health monitoring, and collaboration with Sales for expansion opportunities,