Account Management Secrets

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

Too many account management teams invest in software before they’re ready, and end up automating the wrong things.   Alex Raymond sits down with Jennifer Pinter, a seasoned expert in account management software, to talk about what separates successful tech stacks from the ones that never gain traction. Jennifer has helped dozens of companies implement tools for AM and CS teams, and she’s seen how often things go sideways when there’s no clear strategy behind the purchase.   Alex and Jennifer discuss the most common missteps, like skipping role clarity, chasing features over outcomes, and underestimating the lift of change management. They also touch on what great teams do differently, from building internal alignment to rolling out new tools in manageable stages.   One key question they keep coming back to: what’s in it for the account manager? If the tool doesn’t make their job easier, adoption won’t stick. And if the team hasn’t nailed the basics like QBRs or account planning, even the best software won’t fix that.   If you’re considering specialized tools for your AM team, or trying to make better use of the ones you already have, this episode will help you rethink how and when software actually supports growth.   Episode Breakdown: 00:00 Why Account Management Needs Its Own Tech Stack 03:56 Start with Role Clarity Before Buying Software 07:07 Why Leadership Buy-In Shapes Adoption 10:54 What AI Failures Teach Us About Tech Strategy 15:03 How Systems Drive Consistency in Account Management 21:41 Using Tech to Improve the Customer Experience 27:08 What’s in It for the Account Manager? 36:26 Are You Ready for Specialized AM Software?   Connect with Jennifer Pinter: Pavilion LinkedIn   Connect with Alex Raymond: AMplify LinkedIn Podcast production and show notes provided by HiveCast.fm

Bad forecasts don’t just miss targets. They influence hiring plans, budgets, and boardroom confidence. Former Chief Revenue Officer Cliff Unger joins Alex Raymond to share how account managers can build the accuracy and credibility that drive both company growth and personal career impact.   Drawing from his journey from hardware account management to SaaS leadership, Cliff reveals how forecasting, renewals, and expansions shape business strategy at the highest levels. He explains why “job number one” for revenue leaders is hitting the number, but why accuracy in forecasting is just as critical for winning trust with executives and investors. With only a small fraction of companies forecasting within 5% of actuals, Cliff points out the power of delivering bad news early, balancing realism with ambition, and building systems that eliminate surprises.   Alex and Cliff’s discussion reframes account management as a true commercial growth function, responsible for renewals, expansion, and reliable forecasting, rather than a reactive support role. The insights in this episode show how account managers and CROs alike can move beyond firefighting, strengthen credibility, and become the operators executives rely on to steer strategy and growth.   Episode Breakdown: 00:00 Why Account Managers Shape the Future of a Business 03:13 From Hardware Sales to SaaS Leadership 10:24 The High-Stakes World of SaaS Renewals 13:11 ARR, GRR, and NRR Explained 16:58 Forecasting Under Pressure as a CRO 19:29 Why Forecast Misses Erode Confidence 27:54 The Real Role of a CRO 30:04 Why Account Management Belongs Under the CRO 37:26 Diagnosing Forecast Misses and Reducing Surprises 41:44 Data Integrity and the CRO’s Biggest Pain Point   Connect with Cliff Unger: LinkedIn   Connect with Alex Raymond: AMplify Website LinkedIn Podcast production and show notes provided by HiveCast.fm  

Most account managers get stuck in the middle, passing information back and forth, but the ones who rise are curators who build trust, shape strategy, and drive real business growth.   Alex Raymond is joined by Carl Smith, the founder of The Bureau, to explore how the account management role has evolved from being a reactive liaison into one of the most strategic positions inside an agency. Carl shares lessons from his journey as an agency owner and community leader, calling out the industry’s outdated view of account managers as conduits and advocating for a future where AMs are trusted advisors who anticipate client needs and bring fresh perspectives that create lasting impact.   They break down why account managers who solve bigger problems for their clients unlock bigger, more profitable deals, and how agencies can build a growth model around deep client empathy instead of transactional work. Carl introduces his “Jellyfish Management” philosophy, a unique opt-in team structure that flips traditional agency hierarchies and gives teams ownership over the projects they truly care about. He also explains why radical transparency, when paired with the right context, builds a foundation of trust that strengthens agency culture and client relationships.   At its core, this episode is a playbook for agencies ready to elevate account management from a tactical function to a strategic growth engine, with Carl offering insights on how to rethink roles, invest in people, and create a business where clients don’t just stay but also grow with you.   Episode Breakdown: 00:00 Meet Carl Smith, Founder of The Bureau 02:06 Building a 1,400-Member Community of Agency Leaders 04:24 The Current State of Account Management 06:12 Account Managers as Trusted Advisors and Curators 08:45 Why Deep Domain Knowledge is Critical in the AI Era 10:17 Redefining the Role of the Account Manager 14:03 Strategic Thinking: The True Value of Account Managers 18:52 Solving Bigger Problems Leads to Bigger Deals 26:26 The Economics of Post-Sales Growth and Client Expansion 32:32 Radical Transparency and Building a Culture of Trust 38:08 Inside The Jellyfish Management Model 41:59 Navigating Multi-Vendor Strategies and Agency Growth 45:57 Carl’s Advice for Aspiring Account Managers   Connect with Carl Smith: Bureau of Digital  LinkedIn   Connect with Alex Raymond: AMplify LinkedIn Podcast production and show notes provided by HiveCast.fm

Account managers who want a seat at the executive table need to master the art of growing revenue by owning client relationships, not just managing them. Alex Raymond and Mike Rapp, Chief Revenue Officer at IntelePeer, talk through what it takes to make that leap. Mike shares how his early career in project management shaped the way he builds trust with customers and why that perspective became a cornerstone of his leadership. He explains how account managers are often the ones closest to the reality of a customer’s experience and how that proximity is a strategic advantage if you know how to use it.   You’ll hear Mike unpack the difference between landing a new client and expanding an existing one. Which is harder? Which actually drives sustainable growth? He also shares a mantra from his VP of Account Management, Samantha Gott: “Serve, Retain, Sell.” It’s a simple reminder that upsells and expansions only happen when you’ve done the work of earning trust first.   Mike reflects on the habits that separate great account managers from average ones. Are you consistently building relationships up the chain? Do you have a real account plan, or are you hoping good intentions will get you there? He talks about the trap of chasing new product launches while overlooking the basics that keep customers happy and how that imbalance quietly erodes retention over time.   Mike’s advice is simple: break out of your silo, pay attention to how sales, delivery, and customer success connect, and be the person who shows up with solutions before anyone asks for them.   Episode Breakdown: 00:00 Mike Rapp, CRO at IntelePeer 01:51 Mike Rapp’s Career Path from Project Manager to CRO 05:01 Why Retention is the Lifeblood of SaaS Growth 09:03 New Logo Selling vs. Account Management Reality 14:21 Using Metrics and Data to Drive Account Strategy 17:00 Breaking Through Customer Perceptions with New Products 20:30 The “Serve, Retain, Sell” Mantra Explained 24:56 Non-Negotiables for High-Performing Account Managers 32:55 How to Truly Know Your Customer and Build Trust 36:14 Measuring Account Manager Success: What Really Matters 38:05 Mike Rapp’s Advice for Aspiring CROs   Connect with Mike Rapp: IntelePeer LinkedIn   Connect with Alex Raymond: AMplify LinkedIn Podcast production and show notes provided by HiveCast.fm

Kristy Devantier, the Managing Director at TaleWind Digital (formerly WorkerBee.TV), joins Alex Raymond for a conversation about what really changes when account managers have the right structure and clarity in their role. How do you move beyond check-the-box QBRs and start having client conversations that actually lead to growth? How do you build a team that isn’t just managing projects but actively deepening relationships and uncovering opportunities? Kristy walks through the shifts she made, from renaming and reshaping QBRs to introducing account plans and segmenting clients more intentionally, all grounded in what she learned through AMplify.   Kristy also gets honest about the challenges of running a team that’s stretched across project delivery, customer success, and strategic growth. You’ll hear how she’s advocating for her team internally, using leadership buy-in and visibility to carve out more space for what really matters.    Join Alex and Kristy’s conversation to learn how to navigate the realities of account management and try to do it with more purpose and impact.   Episode Breakdown: 00:00 Introduction 03:18 Kristy’s Journey into Account Management 05:49 How QBRs Evolved into Strategic Review Meetings 07:07 Shifting the Focus to Client Needs and Deeper Questions 10:43 The Impact of Improved QBRs on Client Relationships 11:42 Unlocking Expansion Through Strategic Conversations 13:42 How Client Segmentation Improved Team Focus 20:03 Balancing Project-Based and Recurring Clients 24:51 Navigating the Account Manager vs. Project Manager Debate 26:46 Tackling Burnout and Resourcing Challenges 27:33 Gaining Executive Buy-In Through Strategic Reviews 35:14 What’s Next for Account Management at WorkerBee.TV 36:46 Kristy’s Advice for New Account Managers   Links Connect with Kristy Devantier: LinkedIn: https://www.linkedin.com/in/kristy-devantier-839b2934 Website: http://www.workerbee.tv/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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, undertrained, and underleveraged despite its direct impact on retention, expansion, and long-term revenue. Drawing from decades of experience at TOPO, Gartner, and Scale, Craig argues that account managers are often better at identifying customer value than net new sellers, yet they’re rarely given the tools, frameworks, or recognition to lead.   Together, Alex and Craig unpack the org design problems that keep post-sales teams sidelined, from confusing leadership structures and weak handoffs to misaligned incentives and the CRO’s disproportionate focus on net new revenue. They explore the potential of pod-based teams, examine the evolving role of the Chief Customer Officer, and make the case for a new revenue structure centered on an SVP of Growth.    Craig also shares his take on how AI is rapidly reshaping go-to-market roles and why account managers need to start “talking to the machines” to stay ahead. Plus, Alex previews AMplify 10x Growth System, a bold new framework designed to help AMs think bigger, act like owners, and drive exponential growth from existing customers.    Episode Breakdown: 00:00 Introduction to Account Management Secrets 01:19 Why Post-Sales Growth Is Still Overlooked 05:59 The Sales vs. Account Management Investment Gap 09:42 How Pod Structures Improve Retention and Expansion 13:25 The Problem with the Chief Customer Officer Role 15:04 Rethinking Org Design: The Case for an SVP of Growth 25:13 What Boards and Investors Actually Care About 32:13 Why Account Management Needs Its Own Playbook 38:14 The Amplify 10x Growth System Explained 42:48 How AI Is Reshaping Account Management Today   Links Connect with Craig Rosenberg: LinkedIn: https://www.linkedin.com/in/craigrosenberg/ https://www.gartner.com/en/topo-now-gartner https://www.scalevp.com/team/craig-rosenberg/  https://thetransaction.substack.com/    Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 mode: the firefighter, entertainer, fixer, and waiter, and why those well-meaning habits quietly erode trust and impact.   Chad shares tactical frameworks like motivational interviewing and radical customer candor, showing how curiosity, preparation, and self-awareness can lead to better business outcomes, stronger client relationships, and more personal wellbeing on the job.   If you’ve ever walked away from a “great” client meeting only to lose the account later, Alex and Chad’s conversation will help you rethink your role and lead more strategically in today’s fast-moving world of entrepreneurship and customer success.   Episode Breakdown: 00:00 The People Pleaser Trap in Account Management 04:02 Why Being Helpful Doesn’t Prevent Churn 06:06 Identity Traps: Firefighter, Waiter, Fixer, Entertainer 12:23 How to Build Trust and Lead with Confidence 20:25 Motivational Interviewing Techniques for Client Conversations 24:41 Disruptive Questions That Shift Client Mindsets 31:34 Practicing Radical Customer Candor 36:26 Building Stronger Client Relationships Through Strategic Disclosure 41:19 Small Shifts That Lead to Long-Term Growth   Links Connect with Chad Horenfeldt: LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/ Website:  https://www.strategiccustomersuccess.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 management and lays out a new path, one where AMs act less like order takers and more like strategic guides who know how to lead.   Anthony introduces the concept of being “one-up”, bringing enough experience and insight to teach clients how to make better decisions. He explains why the age of AI will punish passivity and reward value creation, and why account managers who stay stuck in the admin zone are putting themselves at risk.   Whether you're managing a $10M portfolio or just trying to prove your value internally, this episode will push you to rethink how you show up. Because in 2025, the winning account managers won’t be the ones who play it safe, they’ll be the ones who lead.   Episode Breakdown: 00:00 Introduction 01:30 Why Post-Sales Is Broken 05:14 AI Will Punish Passive Account Managers 08:05 What It Means to Be “One-Up” 09:20 Raising the Floor for Real Growth 11:22 What Creating Value Actually Looks Like 15:23 Why Relationships Still Drive Revenue 20:18 The AI Impact on Account Management Teams 22:29 The Missed Opportunity in Post-Sales Investment 27:23 How Sales and Buying Committees Have Changed 33:23 Final Advice: Elevate or Get Replaced   Links Connect with Anthony Iannarino: LinkedIn: https://www.linkedin.com/in/iannarino/ Website: https://www.thesalesblog.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 to help clients surface clear ROI and make stronger business cases with their leadership. He talks about how AI is helping his team cut back on busywork, sharpen their account planning, and stay ahead of renewal conversations without losing sight of the bigger picture.    Where are your clients seeing real outcomes? Are they able to explain why your product matters or have they started to forget? Alex and Robert’s conversation will give you a smarter way to keep your accounts growing and your partnerships strong.   Episode Breakdown: 00:00 Introduction 01:19 The High-Stakes World of Food Safety 05:01 Who Uses Safety Chain and Why It Matters 07:29 Robert’s Account Management Philosophy 10:16 Proving ROI Through Executive Results Reviews 15:01 Using AI to Support Account Planning and Renewals 21:01 Leveraging the Amplify Community 30:01 Identifying White Space and Driving Expansion 34:01 The Value of Consolidation and TCO Strategy 35:22 Clarifying the Roles of Customer Success and Account Management   Links Connect with Robert Sproule: LinkedIn: https://www.linkedin.com/in/robert-sproule-b02b783/ Website: https://safetychain.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 it comes to the accounts we already have?   Drawing from his own client work and insights from Ben Hardy’s 10X Is Easier Than 2X, Alex shares the A10X Growth System, a framework built around four key shifts: solving bigger problems, leading with radical curiosity, thinking like the CEO of the account, and clearing out the low-value work that gets in the way.   This isn’t about working harder or chasing more deals. Alex reminds us that it’s about reimagining how we partner with our customers and being honest about where we’re holding back. For anyone in account management, customer success, or post-sales leadership, this episode’s a sharp and timely push to think differently, act more strategically, and build deeper value right where you are.   Episode Breakdown: 00:00 Reframing Customer Retention to Growth 05:18 Introducing the AMplify 10x Growth System 08:38 Solving Bigger Problems for Customers 17:08 Embracing Radical Curiosity 23:35 Adopting an Ownership Mindset 27:27 Raising the Floor for Greater Impact   Links Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 account manager, not as the hero, but as the guide. What happens when you stop pitching and start helping your client rewrite their script?    They get into what it means to identify a client’s strategic aspiration: the deeper, often unspoken thing they’re truly trying to achieve. Not just surface-level goals, but the kind that keep them up at night or define their legacy. Adrian explains how to uncover these aspirations and why understanding them is more powerful than asking about “needs.”   They also talk about villains (not competitors) but the real threats standing in the way of your client’s success. Why is status quo such a powerful force? What external pressure points are shaping your client’s world before they even realize it? And how do you become the person who helps them see it coming?   If you’ve ever been asked to “be more strategic” and weren’t sure where to start, this episode lays it out clearly. From conducting industry and SWOT analysis through your customer’s eyes, to asking better questions that lead to real urgency, Adrian offers a framework that helps you guide the people who need it most. And maybe most importantly: How do you step into that guide role - quietly powerful, fully trusted, and always a few steps ahead?   Episode Breakdown: 00:00 The Role of Account Managers   01:01 The Hero’s Journey in Sales   03:10 Storytelling as a Sales Advantage   07:30 Customer Aspirations and Emotional Drivers   13:43 Identifying the Real Villain: Status Quo   20:35 Internal vs. External Challenges   28:14 Building Emotional Connection   30:41 Industry Expertise and Specialization   33:21 SWOT Analysis from the Customer’s POV   36:12 Become the Guide, Not the Hero   43:12 Why Suffering Creates Urgency     Links Connect with Adrian Davis: LinkedIn: https://www.linkedin.com/in/adriandavis/ Website: https://whetstoneinc.ca/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 deserves more respect, especially for account managers working with complex clients and high-stakes decisions.   How do you build trust with an executive when you’re mid-level or early in your career? What makes a QBR worth everyone’s time? And why do so many account managers miss the chance to deepen a relationship by simply showing up and following through?   Brad shares strategies for building credibility, mapping power dynamics, and engaging with skeptics before they sabotage a renewal. The best account managers don’t wait to be taught influence. They build it intentionally, one conversation at a time.   Episode Breakdown: 00:00 Why Influence Matters in Account Management 03:00 Relationship-Driven vs. Transactional Client Engagement 10:30 Making QBRs Worth Everyone’s Time 14:00 Understanding and Using Spheres of Influence 20:30 Building Trust in a Remote-First World 22:00 How to Engage Senior Executives with Confidence 23:15 Creating a Power Map Inside the Client Org 30:30 Turning Detractors into Advocates 36:30 Advice for Account Managers   Links Connect with Brad Englert: LinkedIn: https://www.linkedin.com/in/bradenglert/ Podcast: https://bradenglert.com/podcast Website: https://bradenglert.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 agency today.   They talk about the shift from chasing leads to building a referral-driven business, the hiring principle Todd swears by (“Can I trust this person?”), and why the best AMs know how to focus on what really moves the business forward. Todd also breaks down how he uses Sandler sales training, one-on-one coaching, and weekly team sessions to create consistent results without micromanaging.   From creating a “Starbucks of insurance” experience to developing account managers with zero prior industry experience, Todd shows how long-term growth happens when you lead with trust, consistency, and a clear plan.   Episode Breakdown: 00:00 Why Account Managers Drive the Business 02:13 Lessons from IBM and Oracle 07:17 Building a Team Without Micromanaging 10:23 How to Keep Clients Without Competing on Price 13:56 Hiring for Trust, Not Industry Experience 16:45 How Sandler Training Shapes the Sales Process 18:59 Coaching, One-on-Ones, and Leading by Example 26:10 What Top Account Managers Do Differently 28:54 The Power of Focus Time 30:28 Strategic Coach, 10X Thinking, and Personal Growth 36:06 Career Paths for Account Managers 39:36 Be Willing to Get Uncomfortable   Links Connect with Todd O’Donnell: LinkedIn: https://www.linkedin.com/in/toddodonnellinsurance Website: https://www.insurancetodd.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 just keep the trains running but move the business forward.   Jess and Alex discuss why some agencies are scaling back on account roles, and why that decision often backfires. They talk about what the job really demands: a deep understanding of how both the client and the agency make money, the confidence to lead from wherever you sit, and the willingness to have hard conversations instead of dodging them.   Where do most account managers get stuck? Jess points to a lack of business fluency and a fear of pushing back. She offers ways to shift that, starting with how to frame a tough conversation without sounding defensive or deferential.   If you’ve ever felt like your job description misses the point, or wondered how to grow into a more strategic role, Jess and Alex’s conversation will resonate.   Episode Breakdown: 00:00 The Real Value of Account Management 02:26 Is Account Management Dead? 06:05 What Agencies Actually Need from Account Managers 08:23 Why Business Acumen Matters 12:27 Balancing Client Goals with Agency Health 20:00 How to Handle Tough Client Conversations 27:39 Curiosity as a Strategic Skill 31:30 Traits That Set Great Account Managers Apart 33:53 Removing Hurdles to Great Work 37:13 Fixing the Sales-to-Account Handoff 43:00 The Tucker Inner Concept   Links Connect with Jess Manganelli: LinkedIn: https://www.linkedin.com/in/jessmanganelli/ Website: https://www.bettsandbetz.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 from retention to expansion?   Brent shares research that calls out a common trap: overdelivering on service without helping clients rethink their business. He introduces the idea of customer improvement: the account manager’s job isn’t to keep things running smoothly, but to show customers what’s possible when they shift their approach.   Alex and Brent also get into the confusion between customer success and account management, the pressure to grow accounts without losing them, and why confidence, specifically the client’s confidence in their own decisions, matters more than loyalty or trust.   If you’re leading key accounts or coaching teams who do, Alex and Brent’s discussion will change the way you think about long-term growth.   Episode Breakdown: 00:00 The Evolution of Account Management and Customer Success 02:52 Understanding the Roles: Retention vs. Expansion 11:11 The Importance of Customer Improvement 21:48 Driving Growth Through Insights 23:19 Navigating Account Management Challenges 26:36 Understanding Customer Improvement 29:27 Identifying Unique Strengths 32:16 The Importance of Customer Confidence 35:54 Introducing the Frame-Making Sale 46:30 Empowering Customers for Growth   Links Connect with Brent Adamson: LinkedIn: https://www.linkedin.com/in/brentadamson/ Website: https://www.brentadamson.net/ Website: https://qoos.ai/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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. What happens when you stop asking surface-level questions and start inviting your clients to think bigger? Joanna shares how one conversation sparked a 200x expansion and why most account managers don’t realize they have permission to ask the hard questions.   This episode also gets into the realities of scaling an account management team, how to avoid segmentation mistakes, and why internal alignment matters just as much as client relationships. What do you do when your executive team has no idea what’s happening with your top accounts? How do you keep account managers from working in silos? Joanna brings clear, grounded answers from the field, along with a mindset shift that every account manager needs to hear.   Episode Breakdown: 00:00 Intro and Meet Joanna Hagelberger 02:04 Building Account Management from Scratch 06:57 Customer Support vs. Customer Success vs. Account Management 09:27 No Surprises: The Role of Internal Account Reviews 15:52 The Five-Year Question That Led to 200x Growth 20:17 Curiosity as a Core Account Management Skill 26:28 Taking Ownership and Leading Accounts 31:12 Segmenting Accounts the Smart Way 36:28 How to Think About Portfolio Size 40:04 Becoming a Strategic Account Manager 41:35 Why Finance and Product Should Be Your Best Friends   Links Connect with Joanna Hagelberger: LinkedIn: https://www.linkedin.com/in/joanna-hagelberger/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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. That shift isn’t just interesting as it should completely change how teams think about growth, customer relationships, and where to invest their time and resources.   Guy shares practical insights on what sets top-performing account teams apart, including the impact of C-level participation in QBRs (7x more likely to upsell) and the dangers of single-threaded relationships. He also explains how Ebsta’s engagement scoring works, and why tracking relationship momentum across the customer lifecycle is one of the most valuable metrics you’re probably not using.   The conversation hits on a growing gap between top and average performers, a data-driven case for 360 selling, and a refreshingly blunt take on the real reasons sellers are missing quota. If you want to grow revenue, retain your best customers, and actually move the needle, this episode will show you where to start.   Episode Breakdown: 00:00 Introduction 01:29 Why Existing Customers Are Driving Revenue Growth 05:49 How the GTM Benchmark Report Was Built 10:04 Relationship Momentum and Multi-Threading 12:21 Engagement Scoring and What It Reveals 14:10 Why C-Suite Participation in QBRs Changes Everything 25:08 Sales Performance Gaps and the Leadership Wake-Up Call 27:37 The Return of 360 Selling 36:10 What Top Account Managers Are Doing Differently   Links Connect with Guy Rubin: LinkedIn: https://www.linkedin.com/in/rubinguy/ Website: https://www.ebsta.com/ Benchmarks: https://benchmarks.ebsta.com/2025-gtm-benchmarks?utm_source=amplify&utm_medium=podcast&utm_campaign=2025+gtm+benchmarks&utm_content=gtm+benchmarks+2025+landing+page   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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 hundreds of people are applying for the same role? Carly shares why intention matters more than volume, and how treating your job search like a high-value client strategy changes everything.   Alex and Carly also talk about what it means to truly “own” your book of business and why that mindset separates top candidates from the rest. Carly offers advice on building internal champions, tracking the right metrics, and shaping your reputation, so that when you’re not in the room, people are still talking about you in the right way.   And yes, AI comes up. Carly explains why account managers who lean into it, learn from it, and help their teams use it well are positioning themselves for long-term success. If you’ve been wondering how to level up or move forward with more purpose, this episode is your playbook.   Episode Breakdown: 00:00 Introduction 01:07 What the Job Market Looks Like in 2025 05:35 Why Spray-and-Pray Applications Fail 07:13 Smarter Strategies for Job Searching 08:05 How to Uncover Your Dream Role 10:13 Making an Impact Without Switching Jobs 13:33 Building Internal Champions and Mentors 15:41 How to Get Promoted Without Just Hitting KPIs 16:24 Thinking Like a CEO of Your Book of Business 17:29 Career Paths: Leadership vs. Strategic Accounts 19:30 The Skills That Actually Set You Apart 21:09 How Account Managers Can Leverage AI 22:15 Advice for Owning Your Career Growth   Links Connect with Carly Agar: LinkedIn: https://www.linkedin.com/in/carly-agar/ Website: https://www.carlyagar.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm