Summary
Overview
Work History
Education
Skills
Timeline
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Laura Holterman

Milwaukee,WI

Summary

Strategic Customer Success and Operations Leader with over a decade of experience driving product and process improvement across Software as a Service for financial, HR, insurance, and background screening solutions. Proven ability to manage complex projects end-to-end, lead cross-functional teams, optimize vendor relationships, and implement scalable operational frameworks. Adept at aligning stakeholder needs with business goals, enhancing product profitability, and delivering marketing and go-to-market strategy support.

Overview

14
14
years of professional experience

Work History

Manager, Enterprise Technical Account Management

Rippling
10.2024 - 03.2025
  • Led a team managing $75M+ in revenue, owning customer strategy and solution delivery.
  • Drove end-to-end project oversight for cross-functional initiatives that reduced operational inefficiencies.
  • Collaborated with product and engineering teams to shape roadmap and improve process adoption.
  • Standardized technical success metrics to inform ongoing product and process enhancements.

Manager, Enterprise Customer Success

Checkr
10.2024 - 03.2025
  • Oversaw a $40M revenue portfolio, managing client onboarding, retention, and expansion strategies.
  • Directed marketing and sales enablement for client campaigns, improving Net Promoter Score by 12.5%.
  • Led cross-team planning sessions to define customer programs and prioritize strategic initiatives.
  • Created new operational workflows for team-wide adoption, enabling scalable service delivery.
  • Supported invoicing, vendor relationship oversight, and process documentation across accounts.

Senior Customer Success Manager

Checkr
02.2021 - 04.2022
  • Achieved $4M+ in upsell revenue through solution alignment and lifecycle marketing strategies.
  • Worked independently with stakeholders to drive strategic renewal and expansion efforts.
  • Conducted detailed market and customer research to refine pricing and positioning strategies.

National Account Director

Shiftgig
12.2019 - 12.2020
  • Managed national account growth during product shift to SaaS; directed new go-to-market strategy.
  • Partnered with marketing on customer education content and value messaging for new platform.
  • Provided operational leadership on special projects during organizational transition.
  • Served as point of contact for all marketing and sales content supporting customer education.

Manager, Account Management

Shiftgig
05.2016 - 12.2019
  • Launched six new markets, led remote operational transformation across 18 offices.
  • Developed comprehensive client and internal enablement materials and playbooks.
  • Oversaw invoice review, internal workflows, and continuous process improvements.
  • Drove team collaboration and vendor coordination to support client delivery goals.

Manager

Aveda
05.2011 - 05.2016
  • Executed creative marketing strategies and managed vendor and promotional partnerships.
  • Increased store revenue by 20% and drove loyalty through customer-centric programs.
  • Led special projects to support product launches, training, and reporting.

Education

Bachelor of Arts - Communication

University of Wisconsin
Milwaukee, WI

Skills

  • Product & Project Management
  • Process Design
  • Operational Ownership
  • Vendor Management
  • Marketing & Sales Enablement
  • Data-Driven Strategy
  • Customer Lifecycle Management
  • Stakeholder Alignment
  • Team Leadership
  • Market Research
  • Competitive Analysis

Timeline

Manager, Enterprise Technical Account Management

Rippling
10.2024 - 03.2025

Manager, Enterprise Customer Success

Checkr
10.2024 - 03.2025

Senior Customer Success Manager

Checkr
02.2021 - 04.2022

National Account Director

Shiftgig
12.2019 - 12.2020

Manager, Account Management

Shiftgig
05.2016 - 12.2019

Manager

Aveda
05.2011 - 05.2016

Bachelor of Arts - Communication

University of Wisconsin

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Laura Holterman