Strategic Client Success Partner

HEARTLAND-BUSINESS-SYSTEMS-LLC; Town of Brookfield (WI); On-site; USD 65,000 - 85,000; Full time

Job summary

Heartland-Business-Systems-LLC is seeking a Client Experience Partner to act as a trusted advisor for a portfolio of clients, focusing on retention, satisfaction, and growth.

You will lead proactive check-ins, monthly/quarterly business reviews, and coordinate internal/external stakeholders to deliver value and drive renewal readiness. The role requires 2-4 years in customer success or a related field and strong communication skills.

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.
• Strong interpersonal and communication skills with a customer-focused, service-first mindset.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Own client retention for an assigned portfolio of accounts, including renewal readiness, risk identification, and the development and execution of save/remediation plans.
• Drive account expansion by identifying upselling and cross-sell opportunities and partnering with Account Managers and Sales to qualify and advance those opportunities.
• Conduct routine proactive check-ins with clients to ensure satisfaction, confirm service delivery is meeting expectations, and capture feedback.
• Host and coordinate routine business reviews on a monthly or quarterly basis (based on client tier), including scheduling, agenda development, data/report preparation, facilitation, and follow-up on action items.
• Coordinate appropriate internal stakeholders and external client stakeholders for business reviews and escalations.
• Develop and maintain success plans for assigned clients that document client goals, health status, risks, and growth opportunities.
• Monitor client health indicators such as ticket trends, service utilization, satisfaction results, and escalations; act on negative trends before they impact retention.
• Serve as a client advocate internally, ensuring client feedback and concerns are routed to and addressed by the appropriate teams.
• Support contract renewals in partnership with Solution Consultants, including preparing renewal documentation and value summaries.
• Maintain accurate and up-to-date records of client interactions, account plans, opportunities, and review documentation in CRM/PSA.
• Contribute to and enhance internal department process and system documentation.
• Follow policies and procedures on a department and per client basis.
• Monitor email and phone for client communications and respond in a timely manner.
• Ability to travel to customer sites for business reviews and relationship-building activities.
• Perform other duties, as assigned.

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 or related field

Bachelor's degree preferred

Tools

ConnectWise Manage

Salesforce

HubSpot

Power BI / Reporting tools

Job description

Heartland-Business-Systems-LLC is seeking a Client Experience Partner to act as a trusted advisor for a portfolio of clients, focusing on retention, satisfaction, and growth.

You will lead proactive check-ins, monthly/quarterly business reviews, and coordinate internal/external stakeholders to deliver value and drive renewal readiness. The role requires 2-4 years in customer success or a related field and strong communication skills.