Lindsay Carter

• Founding CSM at a high-growth digital marketing agency, responsible for building the Customer Success function from the ground up.
  Solely managed 75 high-touch accounts, owning a $175K/month book of business focused on onboarding, retention, and growth.
  Scaled to 140+ active accounts and $300K+ in MRR by developing CS playbooks, onboarding guides, and lifecycle documentation.
  Increased retention from 75% to 93% by aligning clients to ICP, building proactive programs, and addressing churn early.
  Acted as senior escalation support, resolving at-risk accounts and stabilizing renewals.
  Built trust-based client relationships that turned accounts into long-term advocates and referral sources.
  Hired and trained new CSMs, leading onboarding and acting as a key knowledge resource.
  Partnered cross-functionally to reduce misaligned handoffs, surface VOC insights, and influence service roadmap.
  

• Managed a portfolio of 25 Fortune 500 enterprise clients representing $250K+ in monthly recurring revenue, driving platform adoption, retention, and strategic alignment with corporate social responsibility (CSR) goals. Acted as a strategic partner and internal advocate, ensuring a seamless client experience across onboarding, delivery, and support.
• Delivered Quarterly Business Reviews and tailored reporting to executive stakeholders, showcasing performance insights, product updates, and CSR impact.
• Executed growth strategies by coordinating with sales, renewals, and expansion teams.
• Acted as Voice of Customer, providing structured client feedback to Product and Engineering to influence roadmap prioritization and improve user experience.

• Managed a portfolio of 50+ service partners in the restaurant maintenance space, responsible for driving platform adoption, negotiating deal terms, and generating new recurring revenue opportunities. Played a hybrid Success + BD role, actively onboarding partners and selling them on the value of working with ResQ’s network of restaurant clients.
• Prospected and onboarded new service providers, negotiating a 10% take rate on all jobs completed through the platform.
• Created and maintained a supply pipeline to meet growing restaurant demand, helping expand partner coverage across multiple verticals and geographies.
• Supported partners in maximizing revenue potential through job matching, performance optimization, and ongoing education.

• Supported a team of Account Executives managing a book of 60+ B2B clients, providing operational and client-facing support throughout the customer lifecycle. Acted as a key point of contact for internal coordination and external communications.
• Created and maintained sales proposals, service orders, and CRM documentation to ensure smooth handoffs and clean forecasting.
• Provided support across pre-sales and post-sales activities, helping drive consistency and follow-through across client engagements.
• Collaborated with internal teams and partner vendors (e.g., McAfee, IBM) to support solution alignment and client communications.
• Developed SOPs to increase MRR through on-demand consulting services, enabling Account Executives to better position and deliver value-added offerings within the existing client base.

Delivered comprehensive administrative and operational assistance to the business owner of a residential painting company.

• Managed calendar coordination, booking, and daily scheduling for a single residential crew
• Handled service issues and facilitated ongoing communication with clients.
• Coordinated job timelines and crew availability to align with client needs and deadlines
• Supported business operations by assisting with quoting and invoicing.