Client Success & Retention Partner

Heartland Business Systems; Town of Sun Prairie (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Heartland Business Systems is seeking a Client Experience Partner to act as a trusted post-sales advisor for an assigned client portfolio. You will drive retention, ensure satisfaction, and identify opportunities for account expansion through proactive check-ins and structured business reviews.

In this role, you will coordinate with engineering, service delivery, and sales teams, develop client success plans, and monitor health metrics to address risks early.

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 for an assigned portfolio of accounts, including renewal readiness, risk identification, and remediation plans.
• Drive account expansion by identifying upselling and cross-sell opportunities with Account Managers and Sales.
• Conduct routine proactive check-ins with clients to ensure satisfaction and capture feedback.
• Host and coordinate routine business reviews monthly or quarterly based on client tier.
• Coordinate internal and external stakeholders for business reviews and escalations.
• Develop and maintain success plans documenting client goals, health status, risks, and growth opportunities.
• Monitor client health indicators and act on negative trends to protect retention.
• Support contract renewals with renewal documentation and value summaries.

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 a related field

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

Tools

ConnectWise Manage

Salesforce

HubSpot

Job description

Heartland Business Systems is seeking a Client Experience Partner to act as a trusted post-sales advisor for an assigned client portfolio. You will drive retention, ensure satisfaction, and identify opportunities for account expansion through proactive check-ins and structured business reviews.

In this role, you will coordinate with engineering, service delivery, and sales teams, develop client success plans, and monitor health metrics to address risks early.