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PODCAST

Account Management Secrets

Account Management Secrets is the podcast designed specifically for the unsung heroes of the business world—Account Managers. Every week, we share insights, strategies, and tools that will help you excel in your role and drive success within your organization. As someone responsible for over 70% of your company’s revenue, the stakes are high, but the resources and training available to you are often limited. This podcast is here to change that. Hosted by Alex Raymond, a leader in the field who has

business careers

All Episodes

44:50

Expansion Revenue Strategy Built on Systems Instead...

Account Management Secrets ·

2026/04/24

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 Management Secrets, Alex Raymond talks with Nate Skinner, Chief Revenue Officer at 8am about what separates random wins from repeatable growth. The heart of the discussion is expansion revenue strategy and the idea that post sale revenue gets stronger when marketing and sales and customer experience all move in

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40:17

Quantifying Customer Value to Prevent Surprise Churn...

Account Management Secrets ·

2026/04/17

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 Account Management and Head of Retention at ServiceNow, about a problem many account teams know too well. A customer seems happy, the dashboard looks strong, and the business still slips away. This conversation explains why quantifying customer value matters more than positive sentiment when retention and

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48:26

To Grow the Business, You Have to Know the Business |...

Account Management Secrets ·

2026/04/10

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 Secrets, host Alex Raymond talks with Lori Bartle, author and advisor at Cultivagency, about why agency account management needs a clearer mandate and why account leadership should be treated as a growth function, not a coordination function. This is a useful listen for people who know the role can do more

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38:30

Proactive Account Management: The Post-Sale Strategy...

Account Management Secrets ·

2026/04/03

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 Alex Raymond sits down with Jennifer Pinter, Fractional Customer Success Leader and Expert in Account Management to break down what proactive account management actually requires when you want stronger retention, cleaner expansion paths, and more credibility inside the business. This conversation is for

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41:22

Government Account Management and Why Total Account...

Account Management Secrets ·

2026/03/27

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, VP of Account Management at CivicPlus, to unpack why government account management requires a different mindset than traditional SaaS roles and what it takes to succeed in this environment.Benjamin shares how govtech account management is shaped by structure rather than urgency. Success depends on

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40:56

Account Management Strategy: The 4 Things Customers...

Account Management Secrets ·

2026/03/20

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 Zappi about how strong account teams stop acting like vendors and start acting like business partners. This conversation is useful for anyone who wants an account management strategy that ties day-to-day client work to real outcomes, clearer priorities, and stronger commercial results.Julio breaks down

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39:37

Why Most Pharmaceutical Key Account Management...

Account Management Secrets ·

2026/03/13

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 CEO at ClarityCX1, about what pharmaceutical key account management requires inside large organizations where short-term sales pressure often works against long-term account growth. If you work in key account management in pharma, this conversation offers a sharper view of what large customers expect

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36:20

Chief Customer Officer Role And Net Revenue Retention...

Account Management Secrets ·

2026/03/06

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 scale. In this episode, Alex Raymond and Gillian Core, Global Chief Customer Officer at 360Learning, examine what the Chief Customer Officer role actually demands when B2B SaaS revenue growth is on the line.If you lead post-sales or own expansion targets, this episode will change how you measure success

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44:56

How to Improve Forecast Accuracy for Renewals: The 4...

Account Management Secrets ·

2026/02/27

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 Customer Success Architects, to break down what drives forecast accuracy when executives expect predictable revenue from existing accounts.John shares the story of a renewal that looked safe at 94% and closed at 78%, creating a seven-figure gap. Instead of treating it as bad luck, he turns it into a

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33:08

Value Before Revenue: The Post-Sales Mindset Shift |...

Account Management Secrets ·

2026/02/20

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 spots form. A strong customer retention strategy requires more than waiting for renewal dates. It demands clarity around outcomes, proactive engagement, and a disciplined post-sales process that makes value visible long before a contract is up.That is where the idea of value before revenue becomes

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34:43

How Advertising Agencies Grow Revenue Through Account...

Account Management Secrets ·

2026/02/13

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 Chantal Sagnes Consulting, about what actually happens after an agency wins the work. Chantal has spent years on both the business development and account leadership sides, and she shares what she has seen play out inside agencies when revenue growth stalls, even though everyone is busy and the work is

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37:00

Account Management in the Music Industry: Client...

Account Management Secrets ·

2026/02/06

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 episode of Account Management Secrets, Alex Raymond sits down with Niko Ivanov, Partner and Head of Account Management at NOX Media, to explore how account management works when traditional SaaS metrics fall short. NOX supports artists and creators whose success plays out publicly, where timing, trust, and

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33:23

The Growth Department: Why Post-Sale Has to Change |...

Account Management Secrets ·

2026/01/30

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 his new book, The Growth Department, and names a reality many account management and customer success teams live every day. They carry responsibility for renewals, expansion, and retention, yet often lack the systems, authority, and recognition that match the role. When things go right, it is quiet

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36:44

The CCO Playbook for Durable Customer Growth | EP73

Account Management Secrets ·

2026/01/23

What does it take to lead customer teams in 2026 when value creation matters more than renewals and curiosity separates trusted guides from replaceable vendors?That question drives Alex Raymond’s conversation with Jim Richmond, Chief Customer Officer at Smartling, and it frames a grounded look at modern customer leadership. Jim shares a clear belief that last year’s success expires quickly. Teams have to keep earning trust through sharper skills, better discovery, and more honest conversations

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38:34

How to Spot a Growth Stall Early | EP72

Account Management Secrets ·

2026/01/16

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

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34:54

How a Chief Client Officer Leads | EP71

Account Management Secrets ·

2026/01/09

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

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36:50

Flip the QBR | EP70

Account Management Secrets ·

2026/01/02

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

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36:19

The Win-Win-Win: Building Sustainable Partnerships...

Account Management Secrets ·

2025/12/26

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

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44:14

How to Make Key Account Management Work | EP68

Account Management Secrets ·

2025/12/19

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

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39:28

How Account Managers Can Beat Imposter Syndrome and...

Account Management Secrets ·

2025/12/12

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

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87 results

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