Account Management Secrets

Most companies have no real strategy for what happens after the deal closes, and this episode makes it clear why post-sales growth is still the most underutilized advantage in B2B.   Alex Raymond is joined by Craig Rosenberg, the Chief Platform Officer at Scale Venture Partners and the co-host of The Transaction, for a conversation about why account management continues to be under-resourced, unde...

Too many account managers confuse being liked with being effective and it’s costing them renewals, influence, and growth. Chad Horenfeldt, the VP of Customer Success at Siena AI and author of “The Strategic Customer Success Manager,” joins Alex Raymond to talk about the people-pleaser trap and how to break out of it. They unpack the four identity traps that keep account managers stuck in reactive...

Too many account managers are stuck in reactive mode—waiting on problems, answering tickets, and playing support—while the real opportunity sits untapped: driving strategic growth.   In this episode, Alex Raymond is joined by author and sales strategist Anthony Iannarino to unpack what’s broken in post-sales and what needs to change. Their conversation challenges the status quo of account manageme...

Most account managers talk about value but Robert Sproule shows you how to prove it in fifteen minutes flat. Alex Raymond sits down with Robert, the VP of Account Management at SafetyChain, to discuss what it really looks like to show measurable impact in industries where the stakes are high and the paperwork never ends.    Robert explains how his team uses short, focused executive results reviews...

Most account managers are playing too small and leaving millions in growth potential untouched inside their current client base.    Alex Raymond challenges the idea that retention should be the finish line. He invites us to take a closer look at the mindset and habits that keep teams stuck in incremental growth and asks something many of us don’t pause to consider: Are we thinking big enough when...

Most account managers think they’re here to sell solutions. But the real opportunity might be helping your client see themselves differently, like the hero of their own story.   Alex Raymond talks with Adrian Davis, the President and CEO of Whetstone Inc. and author of “Heroes, Villains, and the Thrill of Professional Selling.” Adrian shares a storytelling framework that redefines the role of the...

Most account managers think influence is a soft skill until it costs them the renewal.   Brad Englert has been on both sides of the table. As a former Accenture partner and CIO at the University of Texas, he’s worked with account managers who earned his trust and others who landed on his “most hated vendor” list. In this episode, Brad joins Alex Raymond to discuss why influence is a skill that des...

The best account managers build their book like it’s their business, and that mindset changes everything.   Alex Raymond is joined by Todd O’Donnell, who went from tech sales at IBM and Oracle to leading one of Canada’s top-performing insurance agencies. Todd shares how blitz days, cold calling, and world-class training shaped his early career, and why those habits still influence how he runs his...

Account managers who lead with business acumen, creative insight and clear boundaries are the ones who drive real growth.   What happens when agencies start questioning whether account management still matters? Jess Manganelli has seen it firsthand, and she’s got strong opinions. As the founder of Betts & Betz, she works with creative agencies to build high-performing account teams that don’t...

Most account managers are stuck chasing satisfaction when they should be driving change.   Alex Raymond is joined by Brent Adamson, the co-founder of A to B Insight and Qoos and the author of “The Challenger Sale,” for a discussion that challenges the way most teams think about account growth. If happy customers aren’t growing their accounts, what’s missing? And what does it actually take to move...

Asking one bold question turned a $50K client into a $10M account and reshaped how account managers think about trust, strategy and growth.   Account management leader Joanna Hagelberger joins Alex Raymond to talk about what account management looks like when it’s done right, from building the function from scratch at high-growth InsurTech companies to leading with curiosity instead of a script. W...

Most of your revenue probably came from existing customers last year, and if your QBRs don’t include the C-suite, you’re at serious risk of churn.   Alex Raymond sits down with Guy Rubin, the founder and CEO of Ebsta, to unpack the 2025 GTM Benchmark Report and what it means for account managers right now. The data is clear: 52% of new revenue last year came from existing accounts, not new logos....

Spray-and-pray job applications aren’t getting anyone hired. So what actually works when the competition is this intense?   In this episode, Alex Raymond is joined by Carly Agar, the founder and CEO of Carly Agar Training, to talk about how account managers can navigate the current job market with more clarity and control. What do hiring managers really care about? How do you stand out when hundre...

AI isn’t just changing the tools we use, it’s reshaping the entire conversation around business value, accountability, and risk.    In this episode, Alex Raymond sits down with Mark Stouse, the CEO of ProofAnalytics.ai, to talk about how AI is driving a seismic shift in how companies operate. The core message: transparency and accountability are no longer optional, and gut instinct won’t cut it.  ...

Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?   Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise...

Most account plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results.   In this episode, Alex Raymond explains why so many account plans fail to drive real impact and what to do instead. He introduces a framework: three customer goals, three key contacts, and three specific actions for the next 90 days. No fluff. No filler. Just a clear plan...

Most account managers are chasing career growth, but few stop to ask whether their next opportunity might already be within reach.   Alex Raymond talks with Swati Garg, the founder and CEO of Melo Associates, about what hiring managers are prioritizing right now, and what many candidates are getting wrong. What skills actually stand out in a crowded field? How do you show you’re ready for more res...

Securing Megadeals requires more than just a strong pitch. It demands a deep understanding of deal orchestration and stakeholder management.   In this episode, Bora Brännström, the co-founder of Megadeals Advisory, joins Alex Raymond to share insights on navigating the complexities of large, multi-million dollar contracts. Bora breaks down what makes a deal truly complex, from influencing decision...

Most companies treat onboarding like a finish line, but it’s the starting gate for retention, customer success, and long-term revenue.   Alex Raymond welcomes onboarding expert Donna Weber, the author of “Onboarding Matters,” to challenge the idea that implementation equals success. If a customer isn’t using a product in a meaningful way, does it even matter that they have access to it? Donna expl...

RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth.   Alex Raymond sits down with Katherine Nino, the head of global revenue operations at Makosi, to talk about how RevOps goes beyond traditional sales enablement and shapes the entire customer lifecycle. They discuss the power of client health scores, how data-dri...

Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.   In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper proble...

Customer success is at a crossroads. Does it need a complete rebrand? A new strategy? A bigger role in driving revenue?   In this episode, Alex Raymond talks with Rav Dhaliwal, a veteran in customer success and account management, about what’s working, what’s broken, and what needs to change. Rav shares why customer success teams struggle to define their own value and how that disconnect affects b...

Drowning in unrealistic expectations? If “hero mode” feels like your default setting, it’s time for a reset.   Rachel Provan, a customer success leader turned coach, joins Alex Raymond to discuss why so many account managers are expected to operate at peak performance with fewer resources and more demands. She breaks down how to push back effectively, set real priorities, and communicate workload...

Most account managers are told to ask great questions, but without trust, those questions go nowhere. So how do you earn the right to dig deeper without losing credibility?   In this episode, Alex Raymond is joined by Richard Harris, the founder of the Harris Consulting Group and author of “The Seller’s Journey,” to discuss how emotional intelligence helps account managers earn the right to dig de...

Most customer success strategies miss the mark because they push a product instead of solving real customer pain points. So how do you keep clients engaged and drive real growth?   Alex Raymond sits down with Emilia D’Anzica, the Chief Customer Officer and founder of Growth Molecules, to discuss what makes customer success work. Emilia shares why leaders struggle to get buy-in, how silos kill mome...