Andrew Lambert
Customer Success Leader
Edmond,OK
Summary
Results-driven SaaS Customer Success Leader with 10+ years of experience in developing and executing scalable strategies to enhance customer relationships, loyalty, and retention. Skilled at leading high-performing, cross-functional teams, driving revenue growth, and leveraging data-driven insights to optimize the customer experience. Demonstrated expertise in managing large portfolios, improving key performance metrics, and fostering continuous improvement across different industries.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Director of Customer Success
Worxbee
04.2023 - 03.2025
- Launched a customer-centric success framework that transformed client relationships, resulting in measurable revenue expansion and strengthened market position driving over 30% revenue growth in 2024.
- Restructured onboarding and customer success protocols by implementing data-driven strategies, achieving significant improvements in customer retention metrics and lifetime value, increasing retention rates from 48% to 83% in the first year.
- Established key performance indicators (KPIs) and metrics, fostering accountability within the customer success team and ensuring alignment with retention and growth goals.
- Orchestrated data-driven decision-making processes through advanced Salesforce analytics, enabling proactive. identification of expansion opportunities and risk mitigation
- Modernized talent acquisition approach to attract and secure top-tier talent focused on delivering exceptional customer experiences.
Associate Vice President, Customer Strategy
NRC Health
07.2020 - 06.2022
- Spearheaded the strategic vision for NRC Health, driving new revenue streams through customer acquisition, expansion projects, and enhanced service delivery to top 400 largest healthcare systems, including HCA, Sutter Health, and Kaiser Permanente. Increased ARR 12% in year one.
- Directed $20M portfolio optimization while leading team of 15, achieving 170% improvement in Net Promoter Score through systematic performance analysis and strategic refinements.
- Cultivated high-performing team dynamics through targeted mentorship programs, enhancing executive relationship management capabilities and driving portfolio expansion outcomes.
- Orchestrated transformation of five distinct product lines into unified Voice of Consumer platform, strengthening market position, increasing contract values and deepening client relationships with healthcare systems.
- Established executive-level partnerships with national healthcare clients, serving as primary escalation point and strategic advisor for accounts generating six and seven-figure ARR.
Director, Customer Success
NRC Health
12.2016 - 07.2020
- Executed strategic portfolio transformation achieving 55% revenue growth ($9M to $14M) through implementing targeted upselling and cross-selling initiatives.
- Enhanced customer retention metrics for discharge call solution from 81% to 93% through data-driven engagement strategies and proactive relationship management in first year.
- Collaborated with product development on road map and roll out of new features and functions of discharge call solution and helped craft refreshed go to market strategy in tandem with business development.
- Established and led NRC Health's inaugural Customer Success Intern program, creating hands-on learning opportunities in portfolio management.
National Account Manager
NRC Health
06.2012 - 12.2016
- Orchestrated strategic account planning initiatives, expanding service adoption across enterprise healthcare clients and securing a 93% revenue retention rate for $4M portfolio.
- Led cross-functional teams that facilitated executive-level partnerships with healthcare system leadership, driving consensus on strategic initiatives and strengthening long-term client relationships.
- Managed complex projects spanning patient experience, employee engagement, and compliance, creating comprehensive solutions for healthcare systems.
Special Project Account Manager
J.B. Hunt Transport Inc.
04.2011 - 04.2012
- Managed fleet operations for Staples, overseeing $200K/month in billing and collaborating with distribution centers to ensure service efficiency, capacity management, and compliance.
- Implemented risk management protocols that enhanced compliance and minimized accidents, improving safety and operational efficiency.
Fleet Manager
J.B. Hunt Transport Inc.
05.2010 - 04.2011
- Led daily dispatch operations for 40-truck fleet, maintaining 98% on-time delivery performance while serving major accounts including FedEx and Del Monte Foods.
Education
BSBA - Transportation And Logistics
University of Arkansas
Fayetteville, AR 08.2005 - 05.2010
Skills
- Churn Reduction and Retention Strategy
- Communication
- Cross Functional Collaboration and Leadership
- Curiosity
- Customer Advocacy
- Problem-solving
- Project management
- Team management
Timeline
Director of Customer Success
Worxbee
04.2023 - 03.2025
Associate Vice President, Customer Strategy
NRC Health
07.2020 - 06.2022
Director, Customer Success
NRC Health
12.2016 - 07.2020
National Account Manager
NRC Health
06.2012 - 12.2016
Special Project Account Manager
J.B. Hunt Transport Inc.
04.2011 - 04.2012
Fleet Manager
J.B. Hunt Transport Inc.
05.2010 - 04.2011
BSBA - Transportation And Logistics
University of Arkansas
08.2005 - 05.2010
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