Account Management Secrets

Growth stalls rarely announce themselves. It usually starts with hesitation, mixed signals, and decisions that keep getting pushed to the next quarter.   In How to Spot a Growth Stall Early, Alex Raymond sits down with Ellie Wu, Founder and Executive Advisor of CSuiteCX, to talk about what post-sales leaders are quietly dealing with right now. From her vantage point across entrepreneurship and business, Ellie sees the same early warning signs repeat. Teams have tools, data, and ideas, but leadership struggles to choose a direction and commit to it. That indecision shows up long before revenue drops.   The conversation challenges the assumption that speed equals progress. What happens when teams move fast but in different directions? What if the metrics look fine, yet the effort behind them keeps growing? Ellie encourages leaders to look beyond dashboards and ask practical questions. Do you understand the level of effort required to deliver value? Where is time going, and does that work actually help customers? AI can reduce friction and surface context, but it cannot replace judgment or alignment. Without clarity, new tools often increase noise instead of easing pressure.   They also talk about how slowing growth affects retention, enterprise value, and team well-being. Waiting for perfect certainty tends to raise stress and drain momentum. Clear priorities do the opposite. Clear priorities change how work feels day to day. Teams stop spinning, effort gets focused, and progress becomes easier to see. When leaders choose direction instead of waiting, growth does not have to grind down before anyone notices. There is still time to correct the course, and the work stops feeling quite so heavy in the process.   Episode Breakdown: 00:00 Account Management and Leadership Challenges in Growing Businesses 01:00 Early Indicators of Business Growth Slowdowns 02:00 Calibrated Efficiency and Leadership Alignment 06:00 Why AI Strategies Fail in Account Management and Customer Success 08:00 Measuring Effort Versus Outcomes in Post-Sales Teams 10:00 AI Use Cases That Support Human Decision-Making 14:30 Leadership Decision Frameworks for Cross-Team Alignment 18:30 Gross Revenue Retention and Enterprise Value 25:00 The Enablement Gap in Customer Success Teams 32:30 Building a Business Case for Post-Sales Investment 37:00 Bias Toward Action in Leadership Decision-Making Connect with Ellie Wu: Connect with Ellie on LinkedIn Visit the CSuiteCX Website   Connect with Alex Raymond: Connect with Alex on LinkedIn Visit the AMplify website Podcast production and show notes provided by HiveCast.fm

Long-lasting client partnerships are built through disciplined fit, visible value, and the conviction to say no to the wrong work even when the revenue looks tempting.   Joel Sylvester, Chief Client Officer at Five Star Call Centers, shares a grounded perspective on client leadership that blends entrepreneurship, business discipline, and wellbeing. Rather than chasing every opportunity, Joel argues that sustainable growth comes from clarity about what works and the willingness to protect it. Client service, in his view, means bringing perspective and structure clients do not always have internally, then making clear decisions when cost pressure, growth, or complexity enter the picture.   A central theme is fit. Joel explains the five pillars that guide Five Star’s partnerships: size, seasonality, technology, process, and culture, with culture carrying the most weight. Misalignment shows up quickly through burnout, turnover, and declining service, even when revenue looks strong. The episode also explores how value stays visible through a steady cadence of weekly, monthly, quarterly, and annual reviews that keep progress measurable and priorities aligned. Joel closes by reflecting on hiring problem solvers who know when to ask for help and why long-term partnerships thrive when business success and team wellbeing are treated as inseparable.   Episode Breakdown: 00:00 What a Chief Client Officer Really Owns 06:07 The Five Pillars of Strong Client Relationships 11:46 Hiring and Developing High-Impact Account Leaders 17:59 How to Track and Prove Client Value 20:50 The Review Cadence That Keeps Clients Engaged 27:10 Building Long-Term Client Partnerships Through Cultural Fit   Connect with Joel Sylvester: Connect with Joel on LinkedIn Visit the Five Star Call Centers Website   Connect with Alex Raymond: Connect with Alex on LinkedIn Visit the AMplify website Podcast production and show notes provided by HiveCast.fm

If your QBRs keep getting ghosted or quietly deprioritized, the problem is not the calendar invite but the way those meetings are framed and led.   Alex Raymond challenges the default way most account managers think about quarterly business reviews. In a market where portfolios are growing, resources are tighter, and customer attention is harder to earn, QBRs reveal how your customer truly sees you. Are you a strategic partner with a point of view or a vendor reporting activity? The difference shows up quickly in who attends, how engaged they are, and what happens next in the relationship.   The episode centers on a simple but uncomfortable truth. Customers show up when QBRs give them insight they cannot get elsewhere, access to real expertise inside your company, and confidence that their priorities are genuinely understood. Meetings that focus too heavily on the past, rely on long slide decks, or play it safe send the opposite signal. Strong QBRs create forward momentum, invite real dialogue, and position the account manager as a leader in the room rather than someone trying to avoid risk.   Alex reframes QBRs as a moment of leadership and trust. When handled with clarity and intention, they become one of the most powerful tools for retention, expansion, and long-term credibility.   Episode Breakdown: 00:00 Why QBRs Matter More Than Ever for Account Managers 03:23 The Reality of Today’s Account Management Challenges 14:01 What Customers Actually Want from a QBR 19:19 Why C-Suite Attendance Drives Growth and Retention 22:43 Three Reframes That Turn QBRs Into Strategic Conversations Connect with Alex Raymond: Connect with Alex on LinkedIn Visit the AMplify website Podcast production and show notes provided by HiveCast.fm

Account management can drive renewals, reduce risk, and expand real career access when corporate partnerships are treated as long-term commitments rather than short-term transactions.   This conversation with Liz Jones of Genesis Works Chicago, reframes account management through a nonprofit lens and shows how the core principles still hold. She explains what changes when corporate partners are treated as long-term customers rather than one-year commitments, and why understanding a partner’s motivation matters as much as delivering outcomes. How do you show value when success includes both ROI and human impact? What does trust look like when budgets shift, priorities change, or the political climate tightens?   At the heart of the episode is a thoughtful look at renewal health, risk awareness, and the discipline required to surface hard truths early. Liz shares how intentional questions, internal transparency, and credibility with partners create stability for the people nonprofits ultimately serve. The result is a clear case for account management as a strategic function across sectors and a reminder that sustainable impact depends on relationships built for the long term.   Episode Breakdown: 00:00 What Nonprofit Account Management Really Means 03:03 The Genesis Works Social Enterprise Model 06:01 Corporate Partnerships and Long-Term Talent Pipelines 12:02 Corporate Social Responsibility After 2020 14:59 Trust, Credibility, and Renewal Risk 17:53 Asking the Questions That Surface Risk Early 23:57 Why Nonprofit Account Management Is a Real Career Path Connect with Liz Jones: Connect With Liz On LinkedIn   Connect with Alex Raymond: Connect with Alex on LinkedIn Visit the AMplify website Podcast production and show notes provided by HiveCast.fm

Most key account programs collapse because companies treat a strategic discipline like a standard sales motion, and this conversation reveals what it actually takes to build one that works.   Alex Raymond and Mark Davies examine why so many organizations invest in key account management yet struggle to see meaningful impact. Mark argues that KAM only succeeds when the company recognizes it as a different business model with a longer horizon and deeper expectations. Without cultural alignment, even the most capable account managers slip back into transactional patterns that limit growth and dilute the value customers could receive.   They explore how real progress begins when teams study a customer’s strategy, pressures and financial priorities, then build offers that match the customer’s world. This raises a key question for any account leader: are you creating conversations that reach senior decision-makers or staying confined to a narrow vendor role? Mark shares how better segmentation, thoughtful prioritization and a series of small wins can open that door, especially when paired with an internal pitch centered on material impact, margin and momentum. The episode leaves you considering whether your business treats its most important customers with the intention they deserve.   Episode Breakdown: 00:00 Why Most Key Account Programs Fail 06:08 The Mindset Shift Required for Strategic Accounts 09:01 Value Leakage and What Customers Really Expect 18:05 How to Identify True Key Accounts 31:48 Building Offers That Drive Meaningful Growth 35:12 Leadership’s Role in Making KAM Work 47:55 The Internal Pitch: Securing Executive Support Connect with Mark Davies: Connect with Mark on LinkedIn Value Matters - Articles and content to advance B2B selling Connect with Alex Raymond: Connect with Alex on LinkedIn Visit the AMplify website Podcast production and show notes provided by HiveCast.fm

High performers don’t grow out of imposter syndrome. They just learn how to hide it better.   Executive coach and imposter syndrome specialist Dr. Tara Halliday joins the show to unpack why so many accomplished people still feel like they don’t belong and how that belief quietly shapes confidence, performance, and presence at work. She explains how the nervous system hijacks clear thinking in high-pressure moments and why so many account managers slip into over-preparing, perfectionism, or self-doubt even with a strong track record behind them. What shifts when your worth no longer hinges on every client reaction or tough conversation? How different does leadership feel when your body finally stops sounding the alarm?   Tara offers a simple way to return to calm in high-stakes moments and shows how that state unlocks clearer thinking, better judgment, and a sense of authority that feels natural rather than forced. The conversation reframes confidence as a trainable internal skill and invites listeners to rethink what real executive presence looks like from the inside out, with insights that resonate across entrepreneurship, business, and wellbeing.   Episode Breakdown: 00:00 What Imposter Syndrome Really Is 07:52 The Root Cause of Self-Doubt 13:21 How Stress Hijacks Performance 15:50 A Two-Minute Reset for Your Nervous System 24:50 Building Executive Presence Through Calm 30:59 Inner Work and Career Growth Connect with Tara Halliday: Visit Inner Success Connect with Tara on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

The biggest threat to your revenue often isn’t churn, it’s the blind spots you never realized were there.   Alex sits down with Lisa Honaker, a seasoned account management leader who has coached teams across fast-moving entrepreneurship and high-stakes business environments. They get into why so many AMs misread early risk signals and how a narrow set of contacts can leave even strong accounts vulnerable. Lisa shares her three-wide, three-deep relationship model and explains why the people who enjoy working with you aren’t always the ones who can move deals forward.   Their discussion centers on the deeper competency behind effective account management—clear insight into what customers value, research that goes beyond superficial prep, and a level of curiosity that strengthens both performance and professional wellbeing. They explore how AMs can use AI to speed up this work without losing the human judgment that earns trust at the executive level and how stronger risk discipline ultimately creates healthier, more resilient growth.   Episode Breakdown: 00:00 Why Risk Management Drives Account Success 03:00 How Multi-Threading Protects Your Revenue 08:59 Building Influence With Key Stakeholders 15:08 Smarter Account Research for Stronger Customer Insight 21:03 Investor Perspectives on Retention and Growth Connect with Lisa Honaker: Connect with Lisa on LinkedIn Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

NRR has become the pressure test for every account management leader who wants to prove they can drive real, sustainable growth.   Alex Raymond is joined by Jennifer Pinter, a longtime operator and advisor who works closely with account management and CS leaders navigating today’s retention-driven market. Together they dig into why net revenue retention now sits at the center of every strategic conversation and why so many teams feel unprepared for the weight it carries. With new logos slowing and early contracts shrinking, companies can’t rely on acquisition to cover weak retention, which pushes account management into a more commercial, outcome-driven role. Jennifer shares what she’s hearing from leaders who now hold explicit NRR targets without the playbooks they need. Their discussion points to the fundamentals that actually move the number: clean ICP discipline, faster time to value, and a value story customers can understand without effort.   Alex and Jennifer highlight how NRR exposes the health of the entire go-to-market engine. Product decisions, sales commitments, financial visibility, and customer outcomes all shape whether accounts renew, expand, or drift away. That reality raises a core question for any leader responsible for revenue: do you have the internal alignment and customer clarity required to build predictable growth? The episode offers a sharp, honest look at the shift happening across the industry and the mindset leaders need as NRR becomes the benchmark for both team maturity and long-term success.   Episode Breakdown: 00:00 What Net Revenue Retention Really Measures 08:12 Why NRR Has Become a Board-Level Priority 15:27 Core Drivers of High NRR: Value, Fit, and Time to First Value 24:48 How Account Management Leaders Can Actually Move NRR 31:02 Building Community and Skill Development Around NRR Connect with Jennifer Pinter: Connect with Jennifer on LinkedIn Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

Most companies don’t have a revenue problem, they have a process problem hidden in plain sight.   Alex sits down with Eddie Reynolds, CEO of Union Square Consulting, to unpack why growth so often stalls even when sales are strong. Through the lens of entrepreneurship and business strategy, Eddie explains how broken go-to-market systems, unclear ownership, and neglected post-sales  processes quietly drain both revenue and team wellbeing. Together, they explore why customer success teams drive the majority of profit yet rarely get the resources or recognition they deserve.   They dig into what operational maturity really looks like and how to get there—defining clear steps, tracking execution, and aligning leadership around shared goals. How do you measure the true impact of account management? What does it take to fix revenue leaks before chasing new business?   Eddie’s frameworks, the GTM Ops Decision Tree and the GTM Efficiency Pyramid, offer a roadmap for identifying what’s broken and where to focus first. His message is simple: sustainable success in entrepreneurship starts by tightening the systems that serve your existing customers and strengthening the operational wellbeing of your business.   Episode Breakdown: 00:00 Eddie Reynolds on Fixing Broken Go-To-Market Systems 02:23 Why Most Revenue Problems Are Really Process Problems 14:21 The Real Value of Customer Success and Account Management 22:03 Rethinking Organizational Design in Post-Sales Teams 26:08 Building Operational Maturity and Efficiency 35:30 Capacity Planning for Scalable Growth 39:00 Final Takeaways with Eddie Reynolds Connect with Eddie Reynolds: Visit the Union Square Consulting website Tune in to the GTM Science Podcast Connect with Eddie on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

Mallory Lee proves that simplifying your systems can be the smartest growth strategy a company ever makes.   Alex Raymond sits down with Mallory Lee, VP of Revenue Operations at PhoneBurner, about how tearing out a decade of legacy systems and moving from Salesforce to HubSpot unlocked faster growth, cleaner data, and stronger alignment across the company. Guided by her “SEC” framework—simple, effective, confident—Mallory shares how she rebuilt the company’s go-to-market motion to unify sales, RevOps, and account management under one streamlined system that actually helps people do their jobs instead of getting in their way.   They discuss how simplification drives better business decisions, why post-sales deserves the same urgency as new revenue, and how operational clarity fuels both performance and wellbeing on fast-moving teams. Mallory also breaks down how her approach reflects the mindset of modern entrepreneurship, where efficiency, trust, and collaboration create the foundation for sustainable growth.   Episode Breakdown: 00:00 Simplifying the Tech Stack for Growth 03:00 Why PhoneBurner Rebuilt Its CRM Around HubSpot 06:41 How RevOps Unites Sales, Account Management, and Customer Success 12:32 The Power of Simplicity: Mallory Lee’s SEC Framework 21:01 Forecasting with Confidence and Cleaner Data 24:06 Using AI to Automate RevOps and Free Up Time 29:57 Why Customer Success Deserves the Same Urgency as New Business Connect with Mallory Lee: Connect with Mallory on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

Ultra accounts demand a no-deck QBR playbook built on senior trust, steakhouse conversations, and concrete commitments.   Carl Lenocker, Senior Customer Success Executive at Splunk (now Cisco), joins Alex Raymond to talk about managing $10M+ enterprise accounts through clarity, preparation, and authentic relationship-building. He shares how the best account managers operate more like entrepreneurs than employees, balancing business rigor with genuine human connection, and why “promises made, promises kept” is the mindset that sustains both growth and wellbeing. His approach to executive simplicity proves that true expertise means knowing what to say, when to say it, and when to stop talking.   They explore why most QBRs fail before they begin and how to turn them into focused conversations that deliver real outcomes. Carl explains his “steak dinner strategy,” a practical method for earning trust and uncovering critical insights over a meal instead of a slide deck. For anyone serious about entrepreneurship, business success, and personal wellbeing, this episode is a reminder that confident simplicity always wins in the room where decisions are made.   Episode Breakdown: 00:00 Managing Ultra Accounts: The Realities of Enterprise Account Management 01:18 What Defines an Ultra Account and Why It Matters 07:14 Inside Splunk’s Lean Model for High-Value Customers 10:28 Balancing Revenue Growth and Retention 12:25 Leading Business Conversations That Earn Executive Trust 17:36 Rethinking QBRs: From Presentation to Facilitation 31:06 The Art of Relationship Building and Executive Access 34:01 Mastering the Steak Dinner Strategy 39:58 Year-End Playbook for Account Managers Connect with Carl Lenocker: Connect with Carl on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

What if the key to explosive growth isn’t chasing new customers but treating expansion as an act of service to the ones you already have?   Alex Raymond sits down with Amanda Edington, VP of Account Management at Payscale, to unpack how a mindset shift toward service transformed her team’s approach to growth and retention. Amanda shares how curiosity and trust drive meaningful expansion, why the best account managers see every conversation as discovery, and how one question, “How can we be a better partner for you?”, can turn a renewal risk into a long-term success story.   Through examples and coaching insights, Amanda reveals what separates reactive sellers from strategic partners and why true customer elation is earned through measurable value, not momentary satisfaction. A must-listen for anyone in entrepreneurship, business, or wellbeing, this episode challenges account managers to think bigger about service, partnership, and what it really means to grow with your clients.   Episode Breakdown: 00:00 Building PayScale’s Account Management Function 05:12 Turning Expansion Into a Growth Engine 10:40 Curiosity and Trust as the Keys to Client Retention 16:25 The Power of Asking “How Can We Be a Better Partner for You?” 22:58 From Churn Risk to Long-Term Growth 30:16 Redefining Customer Elation and True Partnership Connect with Amanda Edington: Visit the Payscale website Connect with Amanda on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

Satisfied customers leave, but loyal ones stay because great account managers turn every interaction into consistency, trust, and genuine partnership.   Alex Raymond sits down with customer experience expert and New York Times bestselling author Shep Hyken to explore how account managers can move beyond customer satisfaction and build true loyalty that lasts. Shep explains why “satisfied” is the most dangerous word in business and reveals how small shifts in behavior, like proactive communication, reliable follow-through, and fast problem resolution, create long-term retention and growth.   Drawing on decades of research and stories from the front lines, Shep shows that B2B buyers think like consumers, constantly comparing their experience with yours to the best they’ve ever had from companies like Amazon or Apple. His insights give account managers a playbook for becoming indispensable partners rather than replaceable vendors. From mastering his five-step service recovery framework to adopting a customer-focused culture that values consistency over heroics, this episode delivers a blueprint for building trust, earning loyalty, and owning every moment as the CEO of the client experience.   Episode Breakdown: 00:00 Introduction and The Hidden Risk of “Satisfied” Customers 02:33 Why B2B Clients Expect B2C-Level Experiences 05:04 Proactive Communication and Lessons from Amazon 13:21 Fixing the Sales-to-Account Manager Handoff 17:04 Loyalty vs. Satisfaction: What Really Drives Retention 25:04 Shep Hyken’s Five-Step Service Recovery Framework 30:16 Building a Customer-Centered Culture 37:04 Key Takeaways for Account Managers   Connect with Shep Hyken: Visit Shep’s website Connect with Shep on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

When contracts disappear and only value keeps customers loyal, the real work of account management begins.   Alex Raymond talks with Anthony DeShazor, the founder and chief architect of Protia Revenue Systems, about building customer relationships that last when “value is the contract.” Drawing from his experience leading customer success at Givelify, Anthony shares how operating without renewals or lock-ins pushed his team to deliver measurable outcomes every day and redefine what success really means. He explains how taking ownership of value, rather than letting customers define it, turns account managers into strategic partners who drive growth and trust.    By connecting outcomes to purpose, not just performance, Anthony offers a new way to think about loyalty, communication, and long-term customer success.   Episode Breakdown: 00:00 No Auto-Renewals: When Value Is the Contract 05:15 No Safety Net: Urgency and Prioritization 07:13 Shifting the Value Conversation 10:09 Defining and Communicating Value 12:00 Results: Growth from Outcome Focus 14:01 Always On Value Communication 15:05 EBR Structure for Maximum Impact 21:58 Tracking EBR Success and Retention 28:09 Coordinating Customer Communications 37:06 Starting with Value and Outcomes   Connect with Anthony DeShazor: Visit the Pavilion website Connect with Anthony on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

Revenue is more concentrated than ever, with a handful of accounts driving the majority of growth. That reality makes account management both the biggest risk and the biggest lever in business today. In this episode, Frank Cespedes—senior lecturer at Harvard Business School and author of Sales Management That Works—joins Alex Raymond to talk about why most companies are still scandalously sloppy with account planning, why account managers can no longer afford to be financially illiterate, and what it takes to be taken seriously in the C-suite. They discuss how higher interest rates are changing buying behavior, why lead qualification criteria matter more than ever, and the danger of treating account management as nothing more than discount-driven cross-sell. Frank also weighs in on the “full spectrum AE” debate and why asking one person to do everything across the customer lifecycle is a fantasy in most organizations. For anyone serious about entrepreneurship and building a durable business, this conversation offers a clear reminder: account management isn’t just about customer retention, it’s about protecting wellbeing across the company. If you can’t connect your work to profitable growth and enterprise value, your seat at the table is far from guaranteed. Episode Breakdown: 00:00 Why Account Management Matters with Frank Cespedes 02:28 Why Big Accounts Dominate Revenue Growth 04:54 Lead Qualification in a High-Interest Market 10:49 Why Leaders Are Out of Touch with Customers 13:10 Financial Literacy as a Core AM Skill 20:04 The Account Planning Problem 25:32 Spreadsheets vs. Real Customer Contact 29:09 Technology and AI Reshaping Buying Behavior 30:22 Where to Invest in Account Management 35:56 The Debate on Full Spectrum AEs 39:24 The Future of CS and Account Management   Links Connect with Frank Cespedes: LinkedIn Website   Connect with Alex Raymond: LinkedIn AMplify   Podcast production and show notes provided by HiveCast.fm

Most account managers know how to follow up, but follow through is what separates someone who manages deals from someone who builds real partnerships.   Bill Senese, Senior Strategic Adoption Manager at Amazon Business and author of “The Book on That: B2B Account Management,” shares the skills that actually move the needle - listening that uncovers what clients aren’t saying out loud, curiosity that opens the door to better discovery, and the kind of resourcefulness that helps you handle tough questions in real time.   Bill talks about the difference between persistence and pushiness, how to turn a QBR into a true conversation, and why creativity matters when a customer’s situation doesn’t fit the standard playbook. What happens when you stop relying on polished decks and start facilitating instead? How do you shift from “getting through” a meeting to creating space for real dialogue? Bill also explains why he wrote the book he wished he had early in his career - a guide meant for anyone who wants to take account management seriously, whether you’re just starting out or years into the role.   If you’ve ever asked yourself whether you’re actually earning trust or just chasing signatures, this episode gives you a sharper lens and a set of tools to help you answer that question with confidence.   Episode Breakdown: 00:00 The Hidden Challenges of Account Management 01:50 Core Skills Every Account Manager Needs 07:18 Inspiration and Writing Process for the Book 09:41 Handling Objections with Creativity and Trust 11:05 The Power of Resourcefulness and Follow Through 13:02 Follow Up vs. Follow Through 14:25 Account Manager as Quarterback for Customer Success 16:24 Rapid Learning as a Competitive Edge 18:11 Who the Book Is For and How to Use It   Connect with Bill Senese: LinkedIn The Book on That: B2B Account Management   Connect with Alex Raymond: LinkedIn AMplify Podcast production and show notes provided by HiveCast.fm

Customer success used to thrive on easy capital and organic expansion. But in today’s market, that model is running out of runway. If CS isn’t tied to revenue, it’s on borrowed time. In this episode, Justin Strackany - employee #1 at SecureLink who scaled the company to $50M ARR and three exits - makes the case for why post-sales must evolve into a true growth function. He and Alex Raymond discuss what it means to measure CS on NRR, how to split roles between AMs and CSMs, and why strategic account management is the skill that will separate survivors from those left behind.   From AI-enabled automation of low-value accounts, to white-space scoring and executive sponsorship for top-tier customers, Justin shares the playbook he used to turn customer success into a revenue engine. He also outlines what companies must change in their org design, hiring, and training if they want CS to remain relevant.   For account managers and CS leaders, this conversation is both a warning and a roadmap: adapt your skills, claim revenue, and redefine your role, or risk becoming obsolete.   Episode Breakdown: 00:00 Why Account Managers Drive Business Growth   02:00 Should Customer Success Own Revenue?   06:22 Why CSMs Resist Revenue Accountability   10:27 The Future of CS and Account Management in the AI Era   12:23 Scaling SecureLink from Startup to $50M ARR   18:26 Lessons from Private Equity on NRR and Growth   25:48 Strategic Account Management in the Age of AI   32:05 Redefining CS and AM as the Growth Department   39:31 Roadmap for CSMs to Stay Relevant     Connect with Justin Strackany: LinkedIn GTM.Consulting   Connect with Alex Raymond: LinkedIn AMplify Podcast production and show notes provided by HiveCast.fm

Negotiation doesn’t have to feel like a hostage scene. In this episode, Alex Raymond sits down with Todd Caponi, sales expert and author of the upcoming book “Four Levers Negotiating,” to reframe how account managers approach renewals and upsells. Introducing his “Four Levers” framework (volume, timing of cash, length of commitment, and deal predictability), Todd explains how anchoring conversations on these drivers creates a sound basis for pricing. The result: fewer discounts, stronger margins, and more trust with customers.   This episode touches on the mindset shifts account managers need to make, from avoiding “easy gives” that erode credibility to introducing small amounts of friction that increase customer commitment. They also cover strategies for coaching champions to negotiate internally and how to stay consistent when procurement enters the process. By practicing these techniques, account managers can protect revenue, build stronger business relationships, and reduce the stress that comes with last-minute concessions.   Episode Breakdown: 00:00 Negotiation Doesn’t Have to Be a Hostage Scene 01:18 The Four Levers Framework 03:58 Why Traditional Tactics Fail and Erode Trust 05:14 Establishing a Sound Basis for Pricing 06:59 Trade on Value, Not Price (Timing, Scope, Terms, Payment) 10:21 Stop the “Easy Gives” That Invite More Concessions 12:54 When to Introduce the Timing Lever 15:06 Coach Your Champion to Negotiate Internally 19:30 Handling Procurement Without Losing Margin 24:53 Non-Monetary Tradeoffs That Protect Profit 28:38 Consistent Pricing and Better Forecast Accuracy 31:55 Action Steps: Start Using the Four Levers   Connect with Todd Caponi: Visit Todd’s Website LinkedIn   Connect with Alex Raymond: Visit AMplify LinkedIn Podcast production and show notes provided by HiveCast.fm

Utilization numbers may look like the problem. But as Josh Abdulla, the Chief Customer Officer at Asana, points out, low usage is usually just the symptom, not the cause.    In this episode, Josh shares how he manages a global portfolio of 170,000 customers by combining data-driven rigor with clear-eyed coaching. He unpacks Asana’s Red Renewals System, a process that flags enterprise churn risk up to a year in advance, giving teams the runway to act before it’s too late.   From the real reasons SMB customers cancel, to the role of verticalization in enterprise engagement, to building a value framework that proves outcomes, not just activity, Josh outlines how account managers can shift from reactive firefighting to proactive commercial leadership.   This episode also connects the dots between entrepreneurship, business, and wellbeing - showing how sustainable account management practices not only protect revenue but reduce stress, prevent burnout, and create healthier long-term client relationships.   For anyone serious about renewals, growth, and credibility with executives, this is a playbook worth studying.   Episode Breakdown: 00:00 Why Utilization Is a Symptom, Not the Cause 03:28 What Asana Really Offers Beyond Task Management 05:19 Why Asana Created a Chief Customer Officer Role 07:06 Customer Segmentation at Scale 09:49 The Four Reasons SMB Customers Churn 13:18 The Red Renewals System for Enterprise Churn 15:56 Signals That Trigger a Red Renewal 17:53 Using Data to Drive Product and Retention Strategy 18:57 Coaching CSMs vs. Solving Product Gaps 20:52 The Power and Limits of Relationship Management   Connect with Josh Abdulla: Asana LinkedIn   Connect with Alex Raymond: AMplify LinkedIn Podcast production and show notes provided by HiveCast.fm

Customer deals often stall not because the product is weak but because buyers doubt their own ability to make the right choice.   Alex Raymond is joined by Brent Adamson, the co-author of The Challenger Sale, The Challenger Customer, and The Framemaking Sale, and the co-founder of A to B Insight, to discuss why decision confidence drives stronger outcomes than product features or supplier claims. Brent lays out the four forces that undermine confidence inside organizations: decision complexity, information overload, objective misalignment, and outcome uncertainty.   The discussion shows how account managers can step into those moments of doubt and help customers move forward with clarity. What changes when a client ends a conversation not only trusting the solution but feeling more confident in themselves? And how does that shift the way long-term relationships are built? This episode points out a more human approach to account management - one that deepens trust, strengthens renewals, and supports lasting growth.   Episode Breakdown: 00:00 Introduction  03:10 Why Decision Confidence Drives High-Quality, Low-Regret Deals 07:19 Customer Self-Confidence vs Supplier Confidence 16:24 The Four Forces That Undermine Buyer Confidence 18:45 Why Stalled Deals Happen and How to Break Status Quo 27:53 Rep-Free Buying and the Risk Gap for Sales Teams 31:03 The Phrase That Frames and Practical Social Proof 35:59 From Expert to Connector in Account Management 40:35 Humanistic Sales and Helping Customers Trust Themselves   Connect with Brent Adamson: Website LinkedIn   Connect with Alex Raymond: AMplify LinkedIn Podcast production and show notes provided by HiveCast.fm