DANIELLE HOLTHAUS

• Elevated client retention, loyalty, and growth by leading firmwide CX strategy across all business lines.
• Spearheaded voice-of-customer programs, embedding insights into executive decision-making and service delivery.
• Partnered with senior leadership to align CX with revenue strategy, contributing to firm growth.
• Promoted to Assistant Director within 6 months of hire.

Customer Success Lead (December 2021-May 2022)

• Built and led Customer Success program focused on optimizing customer experience, retention, and expansion.
• Drove outcomes including increased renewal rates, reduced churn, and expanded revenue.

• Directed $3.2M+ budget and 25+ FTEs managing lifecycle success for enterprise SaaS healthcare clients.
• Improved renewal and expansion rates through data-driven client engagement models.
• Built scalable frameworks for onboarding, adoption, and optimization across multiple SaaS product lines.

• Reorganized multi-department client services group, reducing churn and improving time-to-value.
• Defined service vision in partnership with Product, accelerating SaaS adoption.
• Implemented operational efficiencies that reduced support costs.

• Managed full client lifecycle functions—implementation, support, account management—driving renewal gains.
• Transformed training delivery from onsite to online, reducing costs and improving client adoption.
• Partnered with C-Suite to execute strategy that secured $2M+ in new state contracts.