Lindsey Veitch
931.307.0509 • [email protected] • Lynchburg, TN • Open to Remote • LinkedIn
Enterprise Customer Success Manager/Strategic Analyst
Seasoned Enterprise Customer Success Manager and Strategic Analyst with over 4 years of experience in SaaS, healthcare, financial services, and supply chain sectors. Proven track record of managing multi-million dollar ARR portfolios, driving client retention, and expanding team growth. Expertise in strategic account management, process optimization, and customer advocacy, consistently achieving high retention rates and contract value growth. Skilled in collaborating with distributed teams, leading implementation processes, and ensuring seamless onboarding for new clients.
Professional Experience
Xplor Technologies
Jul 2024 - Oct 2024
Customer Success Manager (position eliminated due to company restructuring)
Atlanta, GA (Remote)
• Directed a $2M+ ARR portfolio of fintech and field service clients, achieving a 2% retention increase through innovative risk assessment and proactive client engagement.
• Orchestrated strategic account expansion initiatives, fostering collaboration between clients and internal teams to enhance operational efficiency and shape product roadmap decisions.
• Amplified product education of the full-feature suite, resulting in a 3% surge in user engagement and significant reduction in churn risk.
• Engineered a consultative marketing strategy, driving client growth and delivering a 2% boost in sales through tailored optimization techniques.
• Analyzed customer usage data and revenue cycle metrics to identify potential issues, leading to a 5% improvement in first-time fix rates and overall service efficiency.
Career Break
Health and well-being
Mar 2023 - Jul 2024
Covetrus
Oct 2021 - Mar 2023
Customer Success Manager
Portland, ME (Remote)
• Transformed a $6M+ ARR portfolio in a dynamic B2B SaaS environment,
boosting retention by 15% through strategic customer management and full-feature adoption advocacy. Shaped product development strategy as the customer’s voice, aligning with key business objectives and guiding digital transformation initiatives.
• Exceeded growth targets by driving 37% YoY CSM team expansion (surpassing 32% goal) and consistently outperformed monthly objectives by10%. Cultivated cross-functional partnerships, showcasing leadership prowess in a fast-paced tech landscape.
• Engineered a 12% surge in operational efficiency and product adoption, while elevating account management engagement by 15% through targeted business reviews and training initiatives. Achievements include 27 account expansions and a 10% lift in customer satisfaction, demonstrating executive-level credibility and enhanced product expertise.
• Pioneered data-driven decision-making using Tableau, resulting in a 10% uptick in customer satisfaction and a 5% reduction in onboarding time. Recognized as a top performer across CSM teams for exceptional customer support and onboarding processes.
• Maintained impeccable financial accuracy with zero discrepancies, playing a crucial role in year-end billing and reconciliation procedures.
• Established Clinic Performance Plans that improved service delivery metrics and reduced operational costs by 10% annually.
RedSail Technologies, LLC
Oct 2019 - May 2021
Customer Success Manager
Spartanburg, SC (Remote)
• Drove 98% client retention and 10% annual contract value growth for 120
healthcare SMBs and enterprises through strategic account management and targeted upselling.
• Slashed clinical stockouts by 25% and excess inventory by 15% through perpetual inventory system optimization; delivered training that saved 500 annual hours in financial and operational management.
• Boosted customer satisfaction by 20% and reduced support inquiries by 10% through data-driven product improvements based on user feedback.
• Developed healthcare workflow enhancements resulting in 20% more
accurate reimbursements, 15% fewer claim denials, and 3% improved balance sheet reconciliation accuracy.
• Orchestrated cross-functional initiatives in onboarding, technical setup, and data migration, achieving 7% higher product adoption and engagement via tailored training and seamless client data transfer.
Oregon Healthcare Pharmacy Services, Inc
Aug 2010 - Oct 2019
Pharmacy Technician
Oregon, IL
• Boosted operational efficiency by 5% through strategic staff cross-training, enhancing team versatility and adaptability.
• Elevated customer satisfaction significantly by implementing industry-leading best practices in prescription filling processes.
• Amplified brand visibility at high-profile pharmaceutical trade shows through creation of compelling promotional materials, effectively showcasing company products.
Education
Columbia College (Columbia, MO) Bachelor of Science in Finance
Certifications
• Root Cause Analysis: Getting to the Root of Business Problems
• Business Analysis Foundations
• Data Analytics
Core Competencies
Top Skills: Process Optimization, Strategic Data Analysis, Business Objectives, Account Management, Performance Development, Strategic Planning, Needs Assessment, Complex Problem Solving, Project Management, Implementation,
Onboarding, Financial Analysis, Cross Selling, Up-selling, Presentation Skills, Crucial Communication, Reporting,
Negotiation, Training, Mentoring, Marketing Strategy, Milestones, Thought Leadership, Sales, B2B, B2C, E-Commerce
Software: QuickBooks, Salesforce, Gainsight, Tableau, Pendo, Zoom, MarketingEdge, Slack, Monday.com, Microsoft Office Suite, Microsoft Dynamics, Microsoft Teams, JIRA, Calendly, Chili Piper, Zendesk, Gong, DocuSign