Lindsay Marcus
Mesa,AZ
Summary
Dynamic Customer Success Manager with a proven track record of exceeding customer expectations and driving revenue growth through strong relationship-building and strategic account management. Expert in identifying and implementing solutions for client success.
Overview
10
10
years of professional experience
Work History
Customer Success Mentor
Spear Education
Scottsdale, AZ
02.2022 - 04.2024
- Skilled in Identifying and resolving customer issues to ensure satisfaction and retention
- Responsible for over 600 client accounts
- Consistently achieving goals around NRR, Retention, New Business and Upsells
- Over achieved new business targets by 50% for 2023
- Over achieved goal by 25% for upsells 2023 and Q1 2024
- Strategic Projects and Initiatives
- Responsible for testing and participation in strategic meetings for the rollout of a new customer success platform
- Led projects around strategic initiatives focused on customer engagement and satisfaction to drive retention and upsells
- Cultivated and maintained relationships with my clients to drive business
- Mentor for the Customer Success Managers as the go-to for questions, best practices and the liaison with managers and other departments
- Mentoring new CSMs after completion of four weeks of initial training. Policy, best practices, and on the job training
- Designing, organizing, and presenting on new processes and best practices for the customer success department
Customer Success Manager
Spear Education
Scottsdale, AZ
03.2018 - 02.2022
- Provided customer onboarding and training to ensure successful product adoption.
- Maintained relationships with dentists and their teams to drive retention and upsells to a higher tiered product
- Developed and maintained relationships with over 700 customers to facilitate user engagement and satisfaction.
- Managed customer inquiries and complaints in a professional manner.
- Responsible for maintaining over 85% retention year over year
- Conducted regular check-ins with clients to ensure their needs were met.
- Consistently over-achieving goals and metrics quarter over quarter
- Mentoring new CSMs, assisting with training of systems/technology
Operations Manager
Hotchalk, Inc
Tempe, AZ
10.2015 - 01.2018
- Addressed customer concerns with suitable solutions.
- Trained and supervised enrollment specialists
- Increased enrollment by 500% year over year
- Responsible for training new enrollment specialists, on the job training, systems knowledge, and coaching throughout their first three weeks in the role
Enrollment Specialist
Hotchalk, Inc
Tempe, AZ
07.2014 - 10.2015
- Qualified candidates by conducting personal interviews to help prospective students identify their interests and goals for Masters in Science and Education programs
Education
Bachelor of Science - Sports Management And Business
Ohio University
Athens, OH07-2005
Skills
- Teamwork and Collaboration
- Relationship Building
- Project Management
- Problem Solving
- Organization
- Customer Support
- Interpersonal Communication
- Team Collaboration
- Customer Onboarding and Implementation
- Customer Retention
Technical Applications
Microsoft Office Suite, Gainsight, Netsuite, Strikedeck, Ring Central, Tableau, SalesForce, Google Share Drive, Five9, CampusVue
Timeline
Customer Success Mentor
Spear Education
02.2022 - 04.2024
Customer Success Manager
Spear Education
03.2018 - 02.2022
Operations Manager
Hotchalk, Inc
10.2015 - 01.2018
Enrollment Specialist
Hotchalk, Inc
07.2014 - 10.2015
Bachelor of Science - Sports Management And Business
Ohio University
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