Summary
Overview
Work History
Education
Skills
Websites
Certification
Volunteer Experience
Selected Achievements
Timeline
Generic

LINDSAY OTHEN, MS

Minneapolis

Summary

Results-driven professional with a strong background in Customer Success Strategy, Change Management, and Cross-functional Collaboration. Proven ability to drive impactful change in SaaS environments, enhance stakeholder engagement, and improve user adoption.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Independent Consultant

Independent Consultant
01.2018 - Current
  • Lead organizational change readiness and stakeholder engagement planning in support of digital, ERP, HRIS, and culture transformations.
  • Facilitate OD strategy, assessments, and training workshops.
  • Partner with small - large organizations to drive compliance, user adoption, leadership coaching, and development.
  • Managed transition in ownership to Bruce's Taxi, ensuring accurate documentation, SOPs, and coordinating continuous process improvements by 25%.
  • Developed dynamic tools, advise on compliance, administer assessments, and conduct interviews to ensure optimal fits for Roof Ninja within EOS framework.
  • Coached University of Minnesota's 4H educators, optimizing processes workflows by 22%.
  • Cross-collaborating with American Cancer Society's executive staff, Board, and volunteers to create consistent processes, transparent communication, and mission impact, doubling fundraising attainment.

Account Manager | Customer Success

Rockwell Automation
Minneapolis
01.2023 - 01.2024
  • Consulted enterprise clients through digital transformation, coached teams, and supported global leadership in change initiatives.
  • Led efforts to align software, processes, and workforce planning strategies with business objectives.
  • Directed end-to-end customer engagement for global SaaS clients, aligning change strategies with business outcomes and driving enterprise-wide adoption.
  • Facilitated global webinars and executive learning engagements to boost platform utilization and mitigate churn.
  • Identified customer inefficiencies, leading to a 125% profit margin increase and stronger stakeholder trust.
  • Partnered cross-functionally with product, learning, and operations to optimize feedback loops and reduce time-to-value.

Senior Enterprise Account Executive | Manager | Customer Success

Calabrio
Minneapolis
01.2022 - 01.2023
  • Managed and expanded existing accounts while acquiring new logs, documenting in Salesforce CRM.
  • Implemented onboarding and adoption best practices.
  • Supported leadership with cross-functional integration and coaching to improve performance.
  • Oversaw $10M+ ARR opportunities within enterprise CCaaS / WEM integrations; led AWS partner RFP wins.
  • Designed discovery tools to improve client outcomes, boosting adoption and reducing escalation by 25%.

Account Executive | Culture Committee | Mentor Program Founder

Sportsdigita
Minneapolis
01.2021 - 01.2022
  • Co-founded the Culture Committee and trained users to drive engagement by 20%.
  • #1 in Sales 2021; achieved highest 3-year ARR from enterprise SaaS clients by aligning product strategy to exec-level goals.
  • Instituted QBR structure that improved client engagement NPS scores and fueled expansion by 90%.
  • Founded mentor program to improve onboarding and customer support alignment internally while integrating into Salesforce CRM.

Channel Account Manager

GetWireless
Eden Prairie
01.2019 - 01.2021
  • Led employee training, launched a new business unit, and developed aligned process with business objectives.
  • Built and led a new B2B wireless services division in partnership with Verizon; grew revenue to $15.9M with 120% client retention.
  • Designed SOPs and onboarding programs that elevated CX and enabled seamless renewals.
  • Partnered directly with C-Suite on change management and cultural transformation during M&A transition.

Global Account Executive | Customer Success

West Corporation
Minneapolis
01.2016 - 01.2018
  • Advised enterprise stakeholders on strategic visions, UCaaS, CCaaS, telecommunications, and network initiatives.
  • Managed global accounts of Fortune 100-1000 companies, logging activities into Salesforce CRM, empowered with enhanced connectivity and partnerships.
  • Partnered with Cisco, Microsoft, Adobe, BlueJeans, Vidyo, etc.
  • Closed largest multi-year Vidyo contract in company history, earning MVP recognition.
  • Managed Fortune 500 global accounts and served as strategic lead for expansion and CX initiatives.
  • Top regional producer in 2017; 114% to quota. Secured #1 GAE for account retention and expansion in 2016.

Senior Account Executive | Customer Success

AT&T / Partner
Minneapolis
01.2013 - 01.2015
  • Managed full client lifecycle, demos, and complexities of a matrixed organization.
  • Coached business development representatives and partners.
  • Led project for a new Fortune 500 logo involving a multinational change management implementation with 1000 employees.
  • Managed account base of $10M and grew it by over $3M.
  • 200% Mobile Application Quota, 113% Total Attainment.

Education

Master of Science - Industrial / Organizational Psychology

Grand Canyon University
04.2025

Bachelor of Science - Liberal Arts, Marketing Communications

University of Wisconsin-River Falls

Skills

  • Customer Success Strategy
  • SaaS Lifecycle Management
  • Client Onboarding & Engagement
  • Executive Relationship Building
  • Cross-functional Collaboration
  • Change Management
  • Growth & Expansion Planning
  • AI & Automation Tech
  • Salesforce CRM
  • API & Platform Integrations
  • Performance Metrics
  • Customer Journey Mapping
  • Stakeholder Engagement
  • Digital Transformation
  • Product Feedback Looping
  • Enterprise Account Management
  • B2B SaaS
  • Strategic Consulting
  • Renewals & Churn Mitigation
  • Executive Business Reviews
  • Quarterly Business Reviews
  • Training
  • User Adoption

Certification

  • DRI Consulting - Society of Consulting Psychology Traineeship, 05/01/25
  • People Analytics - LinkedIn Learning, 2024
  • Action Selling Master Certified - The Sales Board, 2021
  • Verizon Compliance Certified - Verizon & Wireless, 2022
  • CSE (Cisco Sales Executive Certified) - New Horizons, 2012

Volunteer Experience

  • American Cancer Society, Board Education Chair & Events
  • Organizational Development Network (ODN), Membership Engagement Committee

Selected Achievements

  • Cultivated executive relationships across Fortune 100 - 1000 clients, growing accounts by 125% through consultative solution design, contract renewal, and expansion.
  • Elevated workforce effectiveness by 25% through strategic coaching and organizational development.
  • Consulted with a $7B organization on an enterprise-wide initiative, maximizing profitability by 20%.
  • Spearheaded change and performance strategy for enterprise clients at Rockwell Automation, resulting in a profit margin increase and 30% boost in team engagement.
  • Exceeded multi-million-dollar revenue quotas and launched new program in 2020 at GetWireless.

Timeline

Account Manager | Customer Success

Rockwell Automation
01.2023 - 01.2024

Senior Enterprise Account Executive | Manager | Customer Success

Calabrio
01.2022 - 01.2023

Account Executive | Culture Committee | Mentor Program Founder

Sportsdigita
01.2021 - 01.2022

Channel Account Manager

GetWireless
01.2019 - 01.2021

Independent Consultant

Independent Consultant
01.2018 - Current

Global Account Executive | Customer Success

West Corporation
01.2016 - 01.2018

Senior Account Executive | Customer Success

AT&T / Partner
01.2013 - 01.2015

Master of Science - Industrial / Organizational Psychology

Grand Canyon University

Bachelor of Science - Liberal Arts, Marketing Communications

University of Wisconsin-River Falls

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LINDSAY OTHEN, MS