Years of operations leadership experience
Hi, I’m
DANIELLE HOLTHAUS
Client Experience & Success Executive
Summary
Customer Success & Experience Executive | Operations Leader
Transformational leader with 15+ years driving client success, operational excellence, and revenue growth in SaaS, technology startup, and professional services organizations. Proven track record of building and scaling global teams (25+ FTEs), managing multimillion-dollar budgets, and elevating customer retention, satisfaction, and value realization. Adept at partnering with C-Suite to design and execute enterprise CX strategies that drive renewal, expansion, and competitive differentiation.
Overview
15
10
Years of customer success leadership experience
12
Years of health care tech start-up experience
7
Active certifications
Work History
CROWE, LLP
Client Experience Leader (Assistant Director)
12.2021 - Current
Job overview
- 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.
HEALTHSTREAM
Senior Director, Success Management
01.2021 - 12.2021
Job overview
- 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.
HEALTHSTREAM
Senior Director, Customer Service & Support
01.2019 - 01.2021
Job overview
- 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.
PROVIDIGM, LLC
Senior Vice President, Operations
01.2008 - 01.2019
Job overview
- 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.
Education
University of IllinoisUrbana, IL
Bachelor of Science from Psychology
University Overview
Summa Cum Laude, Phi Beta Kappa, University Honors
Skills
- Customer Success Strategy & Execution
- Enterprise Client Experience Leadership
- Voice of Customer (VOC) Program Development
- Change Management & Transformation Leadership
- SaaS Growth & Retention Optimization
- C-Suite & Board Partnership
Certification
- Master Certified Life Coach (MCLC) - CLCI, 10/2025
- Certified Customer Experience Professional (CCXP) – CXPA, 4/2023
- XM Fundamentals Certification – Qualtrics, 3/2023
- Mastering Customer Experience – Forrester, 1/2023
- Customer Success Leadership Certification – The Success League, 9/2022
- Certified Change Management Specialist – MSI, 6/2022
- Certified Professional Coach (CPC) - CLCI, 8/2021