Client Success & Retention Partner

HEARTLAND BUSINESS SYSTEMS LLC; Sedalia (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

HEARTLAND BUSINESS SYSTEMS LLC is seeking a Client Experience Partner to advocate for assigned clients, drive retention, and expand the relationship. You will lead proactive check-ins, business reviews, and internal coordination to ensure value realization from HBS services.

Responsibilities include renewal readiness, risk management, coordinating with engineering and sales, and developing success plans. Strong communication, organization, and CRM/PSA proficiency are essential.

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.
• 5+ years' experience in customer success or account management within MSP/IT services.
• Familiarity with CRM/PSA platforms (ConnectWise, Salesforce, HubSpot) and BI tooling.

Responsibilities

• Own client retention for an assigned portfolio, including renewal readiness and remediation plans.
• Drive account expansion by identifying upsell/cross-sell opportunities with Sales.
• Conduct proactive client check-ins to confirm service delivery and collect feedback.
• Host monthly or quarterly business reviews with data/report prep and action follow-ups.
• Coordinate internal/external stakeholders for reviews and escalations.
• Develop and maintain success plans documenting goals, health, risks, and growth.
• Monitor CSAT/NPS, ticket trends, and service utilization to prevent churn.
• Support renewals with renewal docs and value summaries.
• Maintain accurate records in CRM/PSA and contribute to process docs.

Skills

Active listening

Adaptability

Client focus

Communication

Conflict resolution

Decision making

Integrity

Organization

Presentation

Problem solving

Relationship building

Time management

Education

Associate degree in business or related field

Bachelor's degree in business or related field

Tools

ConnectWise Manage

Salesforce

HubSpot

Job description

HEARTLAND BUSINESS SYSTEMS LLC is seeking a Client Experience Partner to advocate for assigned clients, drive retention, and expand the relationship. You will lead proactive check-ins, business reviews, and internal coordination to ensure value realization from HBS services.

Responsibilities include renewal readiness, risk management, coordinating with engineering and sales, and developing success plans. Strong communication, organization, and CRM/PSA proficiency are essential.