Holly Heldt

About Holly Heldt

I am an operations-focused leader who specializes in creating clarity, strong processes, and scalable systems across the customer lifecycle. With experience spanning Customer Success, Support, Implementation, Account Management, and partner ecosystems, I bring a holistic view of how post-sale organizations operate and grow within a SaaS business.I thrive in environments where improving processes, strengthening alignment, and building operational structure are critical to success. I enjoy simplifying complexity, designing workflows and KPIs that help teams execute consistently, and fostering collaboration across Product, Engineering, Finance, and Commercial teams.My passion is building operational clarity creating the frameworks and foundations that allow teams, customers, and the business to scale with confidence.

Experience

1. Director of Customer Success

   IRIS Software Group

   May 2024 — Present

   I lead the Customer Success function for the Swipeclock portfolio within IRIS Global, serving as the head of post-sale operations and customer experience. My focus is on advancing operational excellence across Customer Success, Support, Professional Services, and Partner Success while unifying teams, systems, and customer lifecycle strategy during a period of post-acquisition transformation.• Lead Customer Success, Technical Support, Professional Services, and Partner Success teams, driving retention, operational excellence, and service delivery across a multi-product SaaS platform.• Own NRR/GRR performance, partner program enablement, renewal strategy, and customer lifecycle optimization across thousands of customers and channel partners.• Align Product, Engineering, Finance, and Commercial teams around customer outcomes shaping roadmap priorities and adoption initiatives through data, insights, and customer feedback.• Build scalable operational frameworks, dashboards, forecasting models, and performance metrics used by executive leadership.• Architect the next evolution of customer operations within IRIS Global’s systems, including SLA models, pricing programs, organizational structure, and partner tier strategy.

Education

• University of Wisconsin-Stevens Point

  Bachelor of Fine Arts (BFA), Graphic Design

  2010

Skills

• Business
• Contract Negotiation
• Adobe Design Programs
• Trade Shows
• Adobe Photoshop
• Catering
• Time Management
• Hospitality Management
• Competitive
• Account Management
• Supply Chain
• Transportation
• Social Networking
• Bar Management
• Communication
• Photoshop
• Efficiency
• Budgets
• Brand Development
• 3pl
• Leadership
• Fun
• Adobe Creative Suite
• Customer Service
• Make Things Happen
• Marketing Communications
• Logistics
• Training
• Customer Satisfaction
• Team Building
• Management
• Event Management
• Meeting Planning
• Budgeting
• Microsoft Office
• Sales
• Strategic Planning
• Corporate Events
• Organization
• Graphics