Lindsey Shin
Larkspur
Summary
Results-driven healthcare executive with a track record of leading revenue-generating, cross-functional initiatives, building high-performing customer success organizations, and driving go-to-market strategy and execution. Expert in strategic account management, with a history of developing and growing complex client partnerships to expand market share, improve retention, and unlock new revenue streams. Proven success scaling VC/PE-backed companies and supporting post-acquisition integration of a privately held business into a Fortune 500 publicly traded company. Expertise in organizational design, change management, and scalable, cost-effective operational solutions. Exceptionally adept at leading with influence, operating in an unstructured environment, and holding teams accountable to clear goals and objectives.
Overview
21
21
years of professional experience
Work History
Head of Strategy and Operations, Interim Head of People
QVENTUS
San Francisco
11.2023 - Current
- Company Overview: Healthcare tech company that leverages AI, machine learning and behavioral science to help hospitals optimize operations, improve patient flow, and enhance care delivery.
- Spearhead company-wide strategic initiatives aligned to a 3-year growth roadmap; 2024 resulted in 40% YoY revenue growth and a $30M milestone—positioning the company for a successful Series C to D transition.
- Serve as Interim Head of People, driving talent strategy and HR operations to support business continuity during a critical period of transition.
- Manage day-to-day operations including process improvement initiatives, performance management (OKRs), growth-focused org design, resource planning with finance, board-level reporting, and oversight of value delivery operations.
- Led efforts to scale product implementations and reduce cost of doing business (COBD); enabled team to deliver $9.5M in implementation revenue and unlocked 20% additional capacity to support up to $12M with existing resources.
- Healthcare tech company that leverages AI, machine learning and behavioral science to help hospitals optimize operations, improve patient flow, and enhance care delivery.
Head of Strategic Initiatives
QUAY AUSTRALIA
San Francisco
08.2019 - 06.2023
- Company Overview: Global retail eyewear company specializing in sunglasses and prescription glasses.
- Launched regulated prescription optical business unit for global omnichannel company; collaborated with internal/external stakeholders, integrated with base business; resulted in multi-million-dollar year one revenue, 95% growth rate in year two.
- Redesigned and implemented go-to-market process; brought structure to key milestones and processes, refined cross-functional dependencies, established performance metrics. Coordinated GTM approach with product lifecycle management system implementation.
- Designed, implemented and led adoption of corporate OKR framework; improved performance visibility led to better insights, decision making and corrective action in weekly and quarterly business reviews.
- Global retail eyewear company specializing in sunglasses and prescription glasses.
Vice President – Commercial Strategy and Operations
THE ADVISORY BOARD COMPANY (now OPTUM)
Washington
10.2016 - 02.2019
- Company Overview: Healthcare research, technology, and consulting firm.
- Key member of cross-functional leadership team selected to design, implement, and manage a combined commercial organization following acquisition of the Advisory Board Company (ABC) by Optum. Accountable for project managing key stakeholders, focus groups against strategic plan objectives.
- Led cross-functional commercial team of 40+ staff in support of a $518M revenue target; included data analytics, lead generation, strategic account planning.
- Led Salesforce migration through gap analysis, requirements gathering, and KPI design; revamped revenue forecasting by redefining pipeline processes and building new reporting tools.
- Healthcare research, technology, and consulting firm.
Managing Director, Customer Success – Revenue Cycle Management
THE ADVISORY BOARD COMPANY (now OPTUM)
12.2013 - 10.2016
- Company Overview: Healthcare research, technology, and consulting firm.
- Led 4 teams of 50+ customer success managers supporting a $65M multi-product revenue cycle management (RCM) portfolio with an 85% renewal rate; included in-house technology solution as well as 3 distinct technologies built by external strategic partners.
- Redesigned and deployed a blended, budget-neutral RCM customer success model which drove portfolio growth for strategic accounts, introduced opportunities for new customer acquisition, and supported an overall increase in renewal rates.
- Achieved record-breaking renewal rates, 89% / $14M to 98% / $17.5M, for a revenue cycle payment integrity platform.
- Led team to produce $1+ billion ROI in 1 year across RCM technology suite, comprising 50%+ of client-documented ROI across the broader technology business.
- Slashed external attrition rate 50% in 6 months; established new measures for performance evaluation, restructured program leadership with enhanced accountability, increased employee engagement, and dramatically improved team morale.
- Healthcare research, technology, and consulting firm.
Senior Director, Customer Success – Physician Performance Technology Solutions
THE ADVISORY BOARD COMPANY (now OPTUM)
06.2008 - 12.2013
- Company Overview: Healthcare research, technology, and consulting firm.
- Designed and deployed multifaceted customer success model to support scale of SaaS technology platform from 17 to 270+ hospitals and health systems over 4 years; achieved $600M in ROI, maintained a 95% renewal rate, and supported revenue growth from $7M to $52M in total contract value.
- Built and managed a cross-functional team of 5 leaders, 25+ customer success managers, and trainers incented on portfolio growth and retention.
- Developed segmentation approach for strategic partnerships and nurtured relationships with key stakeholders to drive 3-year renewals and cross/upsell objectives on contracts valued at $1M+.
- Created, implemented, and analyzed KPIs designed to drive business performance including methodology design, implementation, application to performance evaluation, and executive-level reporting.
- Implemented 'proof of concept' commercial support program to drive revenue for high-risk implementations (90% win-rate) with strategic partners; hard-wired reference process for prospective customers and partnered with commercial teams to build and close sales pipeline.
- Healthcare research, technology, and consulting firm.
Associate Director, Customer Success – Surgical Performance Technology Solutions
THE ADVISORY BOARD COMPANY (now OPTUM)
08.2006 - 05.2008
- Company Overview: Healthcare research, technology, and consulting firm.
- Oversaw team of customer success managers responsible for $8M portfolio of 50+ hospitals/health systems participating in an early-stage SaaS technology platform. Results included 2.5x ROI per customer, mid-90s renewal rates, and high end-user adoption.
- Directly managed customer base of 15 hospitals and health systems representing $2M in contract value. Delivered executive-level presentations, key stakeholders, and physician steering committees.
- Healthcare research, technology, and consulting firm.
Consultant
BOOZ ALLEN HAMILTON
McLean
01.2004 - 01.2006
- Served as primary client interface on a $300K Federal Emergency Management Agency (FEMA) contract and managed diverse tasks in areas of strategic planning, disaster response, and crisis management. Promoted from position as Researcher in <1 year.
Education
B.A. - Economics
College of the Holy Cross
Worcester, MASkills
- Client services and customer success
- Partnership and account management
- Cross-functional leadership
- Strategic planning and execution
- Operational and change management
- Data analytics and performance metrics
- GTM planning and execution
- Healthcare SaaS
- Revenue Cycle
- Physician Performance
- Surgical Throughput and Efficiency
Timeline
Head of Strategy and Operations, Interim Head of People
QVENTUS
11.2023 - Current
Head of Strategic Initiatives
QUAY AUSTRALIA
08.2019 - 06.2023
Vice President – Commercial Strategy and Operations
THE ADVISORY BOARD COMPANY (now OPTUM)
10.2016 - 02.2019
Managing Director, Customer Success – Revenue Cycle Management
THE ADVISORY BOARD COMPANY (now OPTUM)
12.2013 - 10.2016
Senior Director, Customer Success – Physician Performance Technology Solutions
THE ADVISORY BOARD COMPANY (now OPTUM)
06.2008 - 12.2013
Associate Director, Customer Success – Surgical Performance Technology Solutions
THE ADVISORY BOARD COMPANY (now OPTUM)
08.2006 - 05.2008
Consultant
BOOZ ALLEN HAMILTON
01.2004 - 01.2006
B.A. - Economics
College of the Holy Cross
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