Spencer Schmidt
New York,US
Summary
Customer success and account management professional supporting SMB through Fortune 500 clients across onboarding, implementation, adoption, retention, and expansion. Build trusted relationships with technical, operational, procurement, and executive stakeholders, lead business reviews and training, and maintain a 95% customer retention rate through proactive risk management and clear cross-functional coordination.
Overview
1
1
Language
2027
2027
years of professional experience
Work History
ACCOUNT MANAGER
Kobo Products Inc
Hybrid NYC
03.2023 - Current
- Manage a portfolio of SMB through Fortune 500 customer accounts, serving as the primary strategic partner throughout onboarding, implementation, adoption, retention, expansion, and long-term customer success.
- Partner with Sales to support renewals and account expansion by aligning evolving customer needs with new product capabilities.
- Monitor customer health, engagement trends, and project milestones to proactively identify risks, manage escalations, and maintain a 95% customer retention rate.
- Lead onboarding sessions, product education, and strategic business reviews that drive adoption, customer engagement, and long-term value realization for provider organizations.
- Built trusted relationships with technical, operational, procurement, regulatory, and executive stakeholders to ensure alignment and enhance account management outcomes.
- Developed success plans and provided data-driven recommendations to help customers maximize outcomes and identify growth opportunities through a consultative approach.
- Collaborated with product development, operations, supply chain, customer support, and regulatory teams to resolve complex customer issues, enhancing the overall customer experience.
- Act as the voice of the customer by communicating recurring customer feedback, product enhancement opportunities, and emerging market trends to internal stakeholders.
- Leverage AI tools including ChatGPT, Claude, Microsoft Copilot, and internal AI platforms to improve research, customer communication, documentation, and operational efficiency.
- Designed client-specific onboarding checklists that shortened time-to-first-order and improved early engagement.
- Delivered targeted product training sessions for operations teams to reduce order errors and boost adoption.
- Applied analytical skills to interpret customer data and inform proactive retention strategies within the healthcare sector.
SALES DEVELOPMENT REPRESENTATIVE
Attest
NYC
04.2022 - 03.2023
- Prospected and qualified 60+ inbound leads weekly using targeted email cadences and cold calls to fill pipeline.
- Conducted consultative discovery conversations to understand customer business goals and identify appropriate SaaS solutions, leveraging a consultative approach to drive adoption and retention.
- Scheduled and organized qualified product demonstrations for potential clients to showcase features and benefits. with mid-market prospects by researching pain points and tailoring outreach, facilitating customer onboarding.
- Partnered closely with Account Executives and Customer Success Managers to ensure seamless customer transitions from sales through onboarding, supporting account management and stakeholder alignment.
- Built strong customer relationships through thoughtful communication, solution-oriented problem-solving, and effective qualification, supporting customer success and expansion opportunities.
- Coordinated handoff packets and discovery notes with Account Executives to streamline sales cycle and enhance onboarding experience.
- Managed competing priorities in fast-paced startup, maintaining accurate CRM documentation and exercising operational judgment to support team efficiency.
TEACHER
The Windward School
NYC
08.2020 - 04.2022
- Designed and delivered lessons for students across multiple grade levels using classroom and educational technology, demonstrating strong communication and analytical skills.
- Simplified complex concepts into clear, engaging instruction tailored to diverse learning styles, employing a consultative approach for knowledge transfer.
- Leveraged technology including SMART Notebook, Zoom, and PowerPoint to enhance student engagement and learning outcomes, demonstrating adaptability to new tools.
- Managed multiple priorities while adjusting lesson plans based on student progress and feedback, ensuring responsive and effective instruction.
- Built trusted relationships with students, parents, faculty, and administrators through effective communication and collaboration, fostering a supportive learning environment.
ACCOUNTS PAYABLE SPECIALIST
American Jewish World Service
- Earlier Experience
STUDY ABROAD ASSISTANT & ADVISOR
University of New Orleans
- Earlier Experience
FACILITIES AND OPERATIONS MANAGER
Mardi Gras World
- Earlier Experience
Education
BACHELOR OF SCIENCE - MARKETING
University of New Orleans (UNO)
New Orleans12-2015
Skills
- CRM expertise, ConfCRM managementpathy, CRM toolsCustomer InsighClient onboardingeaOnboardingccount ManAdoptiong, Adoption,Retention, EExpansion,Account ManAccount groAccount oversightholderStakeholder AlignmentivStrategic planningal JuBusiness developmentkiMarket analysiscessData analysis
- Operational Judgment
- Analytical Skills
- Conflict Resolution
- Critical Thinking
- Consultative Approach
- Team Collaboration
- Cross-functional collaboration
- Relationship management
- Client training
- Schedule coordination
- Escalation Management
- Customer success
- Empathy
- Account oversight
Personal Information
Title: Customer Success Manager
Languages
French (Novice)
Languages
French
Elementary
Timeline
ACCOUNT MANAGER
Kobo Products Inc
03.2023 - Current
SALES DEVELOPMENT REPRESENTATIVE
Attest
04.2022 - 03.2023
TEACHER
The Windward School
08.2020 - 04.2022
ACCOUNTS PAYABLE SPECIALIST
American Jewish World Service
FACILITIES AND OPERATIONS MANAGER
Mardi Gras World
STUDY ABROAD ASSISTANT & ADVISOR
University of New Orleans
BACHELOR OF SCIENCE - MARKETING
University of New Orleans (UNO)