Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Lindsay Carry

Falls Church,VA

Summary

Strategic and growth-oriented Vice President of Customer Success with 15+ years of leadership experience across SaaS and federal sectors. Proven ability to drive customer retention, scale operations, and lead high-performing teams. Known for delivering 90%+ renewal rates, quadrupling account portfolios, and aligning cross-functional teams to maximize customer ROI.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Vice President of Customer Success, Federal

Decision Lens
09.2021 - Current
  • Lead a team expansion of 2x, hiring and enabling high-performing CSMs aligned to federal customer needs.
  • Maintain a 90%+ renewal rate across a multi-million-dollar federal territory through proactive engagement and value realization.
  • Scale customer base 4x, from 10 to 45+ accounts, delivering measurable time and cost savings through strategic success planning.
  • Accelerate new hire productivity with a structured onboarding program that enables full account ownership within 90 days.
  • Increase webinar training participation by 100%, enhancing customer education, adoption, and self-sufficiency.
  • Optimize Planhat platform, improving automation, reporting, and visibility—boosting operational efficiency by 35%.
  • Drive 20% increase in services upsell by integrating monetized onboarding and aligning Sales-CS engagement scopes.

Vice President of Customer Success

Fedmine
09.2016 - 09.2021
  • Directed all customer success functions including onboarding, adoption, renewals, and upsells across 100+ accounts.
  • Maintained 87% renewal rate, exceeding industry benchmarks for federal SaaS products.
  • Acted as project lead for a $1M+ VA contract, ensuring delivery, adoption, and strategic alignment.
  • Developed content and webinars used by Sales and Marketing, directly contributing to new business wins.
  • Translated client insights into product features, driving iterative improvements with Dev teams.

Enterprise Customer Success Manager

Govini
10.2013 - 12.2014
  • Managed 30+ enterprise accounts and developed onboarding and retention frameworks adopted org-wide.
  • Achieved 200% sales quota in two months, promoted from Mid-Market to Enterprise AE.
  • Represented the CEO in investor demos, highlighting product innovation and customer impact.
  • Created standardized sales demo templates used by all AEs and contributed to investor relations.

Senior Account Manager

Deltek
10.2010 - 10.2013
  • Managed 100+ client relationships, achieving a 95% retention rate, surpassing company average.
  • Mentored new hires across U.S. and overseas teams, building training programs to ensure customer success.
  • Proactively identified upsell opportunities and collaborated with Sales to drive expansion.

Client Services Representative

IntraFi
05.2009 - 10.2010

Commercial Real Estate Analyst

Phillips Realty Capital
11.2007 - 05.2009

Executive Assistant

Bank of America
06.2005 - 10.2007

Education

B.S. - Marketing Management

Virginia Tech, Pamplin College of Business
Blacksburg, VA
05.2005

Skills

  • Microsoft Office
  • Google Workspace
  • Planhat
  • HubSpot
  • Salesforce
  • Pendo
  • JIRA
  • Canva
  • Harvest

Certification

  • Pavilion: Chief Customer Officer (CCO) School Graduate
  • Planhat Certified Power User

Timeline

Vice President of Customer Success, Federal

Decision Lens
09.2021 - Current

Vice President of Customer Success

Fedmine
09.2016 - 09.2021

Enterprise Customer Success Manager

Govini
10.2013 - 12.2014

Senior Account Manager

Deltek
10.2010 - 10.2013

Client Services Representative

IntraFi
05.2009 - 10.2010

Commercial Real Estate Analyst

Phillips Realty Capital
11.2007 - 05.2009

Executive Assistant

Bank of America
06.2005 - 10.2007

B.S. - Marketing Management

Virginia Tech, Pamplin College of Business

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