Account Management Secrets
Alex Raymond
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Recent Episodes
Digital Customer Success at Scale: How a Small Team Supports 10,000 Customers | EP93
10,000 customers. One small team. A retention strategy strong enough to make sales rethink account coverage. Andrew Carothers has built digital customer success at enterprise scale, first at Cisco…
The QBR Test: Why Your Customer Success Renewal Forecast Starts With Who Shows Up | EP92
The QBR you think went fine might be the clearest sign your account is at risk. On Account Management Secrets, host Alex Raymond makes a case that the quarterly business review for account managers…
Account Management Team Charter: Why Your Framework Keeps Failing and How to Fix It | EP91
The problem is not that account management leaders lack strategy. The problem is getting that strategy out of the document and into the rhythm of the team. On Account Management Secrets, host Alex…
AI-Powered Customer Success: What Changes When Your Team Is the Product | EP90
When the team is the product, AI-powered customer success stops being a support function and starts being the entire business. That's the reality Melissa McMillan stepped into when she joined Virio…
Revenue Leakage Prevention: What Goes Wrong Between Sales and Account Management and How to Fix It | EP89
The sales to account management handoff is where client relationships are won or lost before the real work even begins. On Account Management Secrets, host Alex Raymond sits down with Karen…
How to Sell to a CFO: A Former Charles Schwab CFO Reveals What Works | EP88
The CFO is not who you think they are, and that misunderstanding is costing account managers deals. On Account Management Secrets, host Alex Raymond sits down with Jacques Sciammas, a former CFO at…
Customer Churn Prevention Starts Before the Renewal Is at Risk | EP87
Customer churn usually starts long before renewal, and strong account managers know how to spot the risk before the customer walks. On this episode of Account Management Secrets, customer churn…
Expansion Revenue Strategy Built on Systems Instead of Heroics | EP86
Revenue stalls when companies treat growth like a handoff instead of a system, and this conversation shows why expansion revenue strategy lives or dies in the customer journey. On Account…
Quantifying Customer Value to Prevent Surprise Churn | EP85
Why do “healthy” accounts still churn? Because sentiment is not the same as quantifying customer value. On Account Management Secrets, Alex Raymond speaks with Nakul Kadaba, Manager, Technical…
To Grow the Business, You Have to Know the Business | EP84
Account leadership is at the center of this episode, and that matters for any agency trying to build stronger client partnerships and create more value from the account role. On Account Management…
Proactive Account Management: The Post-Sale Strategy That Turns Reactive Teams Into Growth Teams | EP83
Proactive account management sounds simple until you are leading a team under constant renewal pressure, support issues, weak handoffs, and last minute surprises. On Account Management Secrets, host…
Government Account Management and Why Total Account Ownership Matters in GovTech | EP82
What does government account management look like when your customer is a city, county, or state agency? In this episode of Account Management Secrets, Alex Raymond sits down with Benjamin Stidham,…
Account Management Strategy: The 4 Things Customers Actually Care About | EP81
Most account teams get rewarded for being responsive, but the teams that actually grow revenue follow a sharper account management strategy. In this episode, Alex Raymond talks with Julio Franco of…
Why Most Pharmaceutical Key Account Management Programs Fail (And How to Fix Them) | EP80
Pharmaceutical key account management can make or break growth in complex health systems, and this episode shows why so many teams still get it wrong. Alex Raymond talks with Chris Deren, Founder and…
Chief Customer Officer Role And Net Revenue Retention Strategy For B2B SaaS Growth | EP79
Most SaaS companies obsess over new revenue but underestimate what it takes to keep it. The Chief Customer Officer role becomes essential once a company moves beyond early traction and into real…
How to Improve Forecast Accuracy for Renewals: The 4 Questions to Ask | EP78
Forecast accuracy is the fastest way for a post-sales team to earn trust or lose it with leadership. In this episode, Alex Raymond sits down with John Huber, Founder and Principal CS Consultant at…
Value Before Revenue: The Post-Sales Mindset Shift | EP77
The recurring revenue model is comforting. Contracts renew. Revenue repeats. Forecasts look stable. But that assumption hides risk. When renewals are treated as automatic rather than earned, blind…
How Advertising Agencies Grow Revenue Through Account Management | EP76
Why do advertising agencies keep adding account roles, yet revenue growth is hard to account for? In this episode of Account Management Secrets, Alex Raymond talks with Chantal Sagnes, founder of…
Account Management in the Music Industry: Client Retention, Revenue Growth, and Operating with Discipline | EP75
Account management changes when your clients are artists, creators, and public figures. There are no predictable renewals. Attention fades quickly, and relevance is earned every day. In this…
The Growth Department: Why Post-Sale Has to Change | EP74
Post-sales teams generate most of the revenue and nearly all of the profit, so why are they still treated like a support function instead of a growth driver? Alex Raymond shares the thinking behind…
Frequently Asked Questions
Account Management Secrets has published 94 episodes since September 2024, covering topics in Business, Careers.
Account Management Secrets is currently highly active with new episodes weekly. Average episode length is 41m.
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