LINDSAY MARCUS
Mesa
Summary
Enterprise customer success professional with strong foundation in client relationship management and strategic planning. Adept at driving customer satisfaction through tailored solutions and proactive support. Leverages team collaboration and adaptability to meet evolving client needs and deliver measurable results. Skilled in communication, problem-solving, and project management, ensuring clients achieve their desired outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Manager
Jamf
09.2024 - Current
- Establish and maintain trusted advisor relationships by recommending optimized workflows and best practices.
- Advocate relentlessly for customers by promoting their needs and issues across departments to ensure resolution.
- Maintain and increase customer satisfaction levels, contributing to high retention rates, increased ARR and NRR, and product engagement.
- Conduct scheduled meetings with company stakeholders to track project progress and strategize future planning.
- Engage with customers via phone and email to understand critical goals, challenges, and key performance indicators.
- Identify and facilitate opportunities for customer growth and increased engagement with Jamf solutions.
Customer Success Mentor
Spear Education
02.2022 - 04.2024
- Successfully maintained a book of business of over 600 clients ensuring maximum customer retention and satisfaction.
- Developed and maintained successful relationships with customers, driving adoption and usage of products/services.
- Led customer onboarding and implementation processes, resulting in increased customer satisfaction and usage.
- Consistently achieved goals around Annual Recurring Revenue (ARR), Retention, New Business, and Expansion.
- Overachieved new business targets by 50% in 2023 and exceeded upsell goals by 25% in 2023 and Q1 2024.
- Conducted regular customer success analysis, identifying and implementing key customer strategies.
- Participated in testing and strategic meetings for the successful rollout of a new customer success platform in 2023.
- Led projects focused on customer engagement and satisfaction, driving retention, usage, and expansion.
- Mentored new Customer Success Managers (CSMs) post-training, resulting in consistent overachievement of quarterly metrics.
- Created, trained, and implemented new processes and best practices for the customer success department, enhancing customer engagement and satisfaction.
Customer Success Manager
Spear Education
03.2018 - 02.2022
- Successfully managed a book of business of over 600 clients, ensuring maximum customer retention and satisfaction.
- Developed and nurtured successful relationships with customers, resulting in consistent overachievement of retention goals.
- Facilitated customer onboarding and implementation processes to drive product adoption and usage.
- Exceeded goals around ARR, Retention, New Business, and Expansion on a consistent basis.
- Achieved over 85% retention quarter over quarter.
- Conducted UAT for updated technology and systems to ensure seamless customer experiences.
- Led think tank sessions to collaborate with marketing, content, and product teams to develop innovative customer success strategies and resources.
- Mentored and trained new CSMs on systems and technology.
- Recognized with the peer mentor award and twice acknowledged during quarterly results meetings for exceptional contributions.
Admissions Operations Manager
Hotchalk, Inc
10.2015 - 01.2018
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Developed and successfully launched enrollment for NYU Steinhardt.
- Developed and launched readmissions team for three partner universities, resulting in over 100 students reentering programs over first 6 months and exceeded January 2017 reentry goal by 200%.
- Responsible for training new enrollment specialists, on-the-job training, systems knowledge, and consistent and effective coaching throughout their first 3 weeks.
Education
Bachelor of Science (B.S.) - Sport Management and Business
Ohio University
Athens, OH07.2005
Skills
- Excellent communication and interpersonal skills
- Collaboration skills
- Customer service-oriented mindset
- Problem-solving
- Customer relationship management
- Analytical Thinking
- High-level knowledge of customer/business needs and trends
- Expertise in customer retention and onboarding strategies
- Process improvement and optimization skills
- Customer advocacy
- Data-driven decision making
- Goal setting and achievement
- Client needs assessment
- Performance metrics analysis
- CRM software expertise
- Salesforce proficiency
- Proficient in Microsoft Office Suite, Google Shared Drive, Gainsight, Hubspot, Netsuite, Tableau, Slack
Certification
- Certified Customer Success Manager (CCSM)
- Jamf Certified Associate - Jamf Pro Certification
Timeline
Enterprise Customer Success Manager
Jamf
09.2024 - Current
Customer Success Mentor
Spear Education
02.2022 - 04.2024
Customer Success Manager
Spear Education
03.2018 - 02.2022
Admissions Operations Manager
Hotchalk, Inc
10.2015 - 01.2018
Bachelor of Science (B.S.) - Sport Management and Business
Ohio University
Similar Profiles
Garrett LuckingGarrett Lucking
Director of Sales Development at JamfDirector of Sales Development at Jamf
Matthew Robert ChersonMatthew Robert Cherson
Technical Support Engineer II at JamfTechnical Support Engineer II at Jamf
LUIS VARGASLUIS VARGAS
Senior Account Executive at JamfSenior Account Executive at Jamf
Amber LarsonAmber Larson
Global Sales Compensation Operations, Supervisor at JamfGlobal Sales Compensation Operations, Supervisor at Jamf
Jared GreeneJared Greene
Freelance Motion Designer at Jared Greene DesignFreelance Motion Designer at Jared Greene Design