Lindsey Veitch
931.307.0509 • [email protected] • Lynchburg, TN • Open to Remote • LinkedIn
Customer Success Leader with 6 years managing multi-million-dollar SaaS, healthcare, and field service portfolios. Sustained 98% client retention, delivered 20% YoY revenue expansion and $420K in upsell while steering C-suite partnerships and data-driven decision making. Proven at accelerating time-to-value 40%, lifting product adoption 25%, and boosting CSAT 20% by translating analytics into scalable playbooks and proactive growth strategies.
Professional Experience
Customer Success Consultant | Sr. CSM, Lindsey Veitch Solutions (LVS) 07/2024 – Present
Previously: Customer Success Manager | Mid-Market CSM, Xplor Technologies 07/2024 – 11/2024
Cultivated, managed, and retained a portfolio of 15 mid-market and small-and-medium-sized businesses (SMB) clients by addressing local market gaps and onboarding independent pharmacies, small retail stores, and field service clients.
Client Retention & Account Expansion | Client Engagement & Communication
• Accelerated time-to-value (TTV) for eight clients by 40% by using data-based insights to establish standardized workflows, direct regular performance reviews, define interdependencies, institute accountability, and drive improvements through trial-and-error.
• Enhanced client satisfaction (CSAT) scores by 20% and raised solution adoption rates by 25% by leveraging advanced analytics to understand end-customer needs and behaviors; maintained high-touch client engagement and proactive communications.
• Scaled business by 30% across three client accounts by forging key stakeholder relationships and leading quarterly business reviews (QBRs) to track progress, highlight performance gaps, and devise customized success roadmaps.
• Increased solution deployment by 35% by delivering hands-on coaching workshops and educating clients on implementation best practices; fostered client-centricity by building a proactive feedback loop to refine solution design.
Long-Term Success Planning | Account Setup, Planning, & Enablement
• Secured 10 new accounts ($300K in revenue) for FieldEdge by conducting client check-ins and market assessments; boosted existing account revenue by an average of $8K for the portfolio of 15 mid-market field service accounts ($50K – $150K ARR).
• Reduced account receivables aging discrepancies by 10%+ for three HVAC clients by aligning QuickBooks reports with FieldEdge.
• Raised MarketingEdge adoption by 14% by identifying integration opportunities within existing accounts, demonstrating platform capabilities, and streamlining drip campaign configuration across multiple channels.
• Elevated CSAT by 10% through systemic client-feedback collection and presentation in weekly product meetings to support mobile app updates and feature design: added calendar functionality and enabled on-field payments and credit service sign-ups.
• Achieved a 92% First Contact Resolution (FCR) rate and maintained a 5-minute average call duration for customer support inquiries by leveraging the centralized knowledge library; opened and monitored tickets for highly technical issues.
Customer Success Manager | Mid-Market CSM, Covetrus
10/2021 – 03/2023
Regulated e-commerce and marketing initiatives for a portfolio of 50+ veterinary clinics ($2.3M ARR) to optimize sales funnels and client engagement. Mentored two team members on customer success methodologies and service delivery best practices.
• Catalyzed explosive revenue growth for an account by capturing overflowing clientele from neighboring clinic closures and training client teams on SaaS utilization; boosted sales by tying team bonuses to online store performance.
• Amplified client enrollment by 28% by demonstrating the ROI of employing marketing services, including loyalty programs and targeted email campaigns; grew client recurring revenue by 20% by aligning Facebook business pages and client websites.
• Shrunk implementation time from six weeks to four, expediting TTV by 30%+, by building an account-specific onboarding process.
• Recovered $7K in annual billing discrepancies by auditing SaaS KPIs, developing reconciliation SOPs, and working collaboratively.
Customer Success Manager | Mid-Market CSM, RedSail Technologies, LLC
10/2019 – 05/2021
Nurtured trust-based relationships with the portfolio of 85+ mid-market independent pharmacies and care providers ($8.2M ARR).
• Brought in $1M+ in contract renewals and retained 20%+ at-risk accounts by using Gainsight analytics to eliminate pain points.
• Re-engineered training to suit specific client needs by creating downloadable and virtual coaching materials, cutting TTV by 35%.
• Propelled platform adoption by 28% by driving 14 client-centered feature enhancements and standardizing report generation.
• Met operational objectives for a hospital by working with cross-functional teams to introduce and embed alternative solutions.
Education
Columbia College (Columbia, MO) Bachelor of Science in Finance
Certifications
Google Digital Marketing & E-Commerce Certification, 2025
Google Data Analytics Professional Certification, 2025
Adobe Marketing Specialist Professional Certification, 2025
Adobe Analytics Essential Training, 2025
Business Analysis Foundations, LinkedIn, 2020
Data Analytics, LinkedIn, 2020
Root Cause Analysis: Getting to the Root of Business Problems, LinkedIn, 2024
Core Competencies:
Customer Success Strategy • Portfolio Expansion • Client Retention • QBR/EBR Leadership • Health-Score Modeling • Upsell & Cross-Sell • Data Analytics (SQL, Tableau, Gainsight) • Process Optimization • CSAT/NPS Growth • C-Suite Relationship Management • SaaS Onboarding • Risk Mitigation • Cross-Functional Collaboration
Technical Toolkit
Salesforce • Gainsight • Tableau • SQL • Power BI • Pendo • QuickBooks • Zendesk • Jira • Gong • Microsoft Dynamics • Adobe Analytics • Slack / Teams • Monday.com • Zoom / WebEx / DocuSign