SPENCER TROTMAN
New York
Summary
Account management and customer success leader with 7+ years of experience growing recurring revenue, retaining strategic accounts, and leading cross-functional customer programs in high-growth SaaS environments. Proven success managing large enterprise books of business, driving expansion and renewals, and partnering with executive stakeholders across the full customer lifecycle to reduce churn and increase Net Revenue Retention.
Overview
7
7
years of professional experience
Work History
Account Executive
Physitrack
New York, NY
01.2026 - Current
- Owned a post-sale book of 120+ strategic health system and multi-site physical therapy network accounts, driving adoption of Physitrack across U.S., Canadian, and European markets.
- Closed 10+ expansion and renewal deals totaling $950K+ in ARR within the first 4 months by uncovering upsell opportunities and aligning product value to customer goals and terms.
- Built and actively managed a $500K+ success-focused pipeline across 45+ account growth opportunities, from discovery of new use cases through contract execution.
- Led a $300K enterprise expansion with a major Midwest health system, aligning clinical, IT, and executive stakeholders around an Epic-integrated rollout to increase utilization and stickiness.
- Conducted 120+ executive and clinical stakeholder meetings and 300+ outbound touchpoints to drive feature adoption, deepen relationships, and identify cross-sell opportunities within top-tier health systems.
- Managed 1,500+ contacts in HubSpot across 120+ target accounts, segmenting and prioritizing customer bases to support renewals, expansions, and proactive risk mitigation.
- Negotiated and closed complex, multi-year SaaS renewals and expansions, including a leading Canadian home health and rehabilitation provider scaling to 100+ licenses, increasing contract value and long-term retention.
Client Solutions Manager
redIQ
New York, NY
01.2022 - 01.2025
- Promoted to lead the Client Solutions team with four direct reports while managing 200+ mid-market and enterprise clients representing $8M+ in ARR.
- Managed the full post-sales lifecycle from onboarding through renewal, preserving $2.5M in at-risk revenue.
- Drove $600K+ in annual expansion revenue through account planning, upsells, and product adoption initiatives that increased utilization by 35%.
- Led Customer Success Operations for 30 analysts handling 4,000+ monthly critical transactions, achieving 98% process accuracy and a 4.8/5 CSAT score.
- Built a predictive health scoring model using SQL and Power BI with 89% accuracy, improving intervention success by 45% and reducing unexpected churn by 20%.
- Resolved enterprise escalations and helped prevent $500K+ in potential cancellations while reducing resolution time by 30%.
Client Support Coordinator
redIQ
New York, NY
01.2019 - 01.2022
- Analyzed multifamily financial documents and translated findings into platform improvements that improved customer underwriting accuracy by 15%.
- Partnered with engineering and product teams as the voice of the customer, influencing feature requests implemented across 8 product releases.
- Created onboarding checklists, escalation protocols, and account engagement templates adopted across the organization.
Education
Master of Business Administration - Data Analytics
University of Massachusetts Lowell
2027
Bachelor of Arts - Journalism
Buffalo State University
Skills
- Account Management
- Customer Success
- Client Retention
- Expansion Revenue
- Renewals
- Strategic Accounts
- Cross-Functional Collaboration
- QBRs
Timeline
Account Executive
Physitrack
01.2026 - Current
Client Solutions Manager
redIQ
01.2022 - 01.2025
Client Support Coordinator
redIQ
01.2019 - 01.2022
Master of Business Administration - Data Analytics
University of Massachusetts Lowell
Bachelor of Arts - Journalism
Buffalo State University