Indiana Ross

Customer Success Manager @Contractor Independece Marketing

Customer Retention SpecialistCustomer Success ManagerCustomer ServiceMarketing

Customer Success Account Management professional with 6+ years of experience in client-facing roles across B2B and B2C environments. Owns a portfolio of 40–60 clients representing approximately $150K–$220K in monthly recurring revenue (~$2M+ ARR), consistently maintaining ~96% monthly retention through proactive risk identification and structured save strategies. Proven ability to drive revenue growth and account expansion by identifying upsell opportunities and increasing client lifetime value, while strengthening overall portfolio performance. Skilled in optimizing client adoption and campaign outcomes by analyzing performance trends, removing blockers, and aligning product value directly with clients’ internal business goals. Experienced in managing the full customer lifecycle, maintaining strong client relationships, and reinforcing client confidence through clear expectations, proactive communication, and consultative guidance. Recognized for a hands-on, results-oriented approach and strong performance under pressure. Acts as a strategic partner to clients, delivering not only high-performing campaigns but also advising on systems and process improvements that drive long-term, scalable success.

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