Account Management Secrets Account Managers are Fixers | EP61
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Oct 31, 2025 
Amanda Edington, VP of Account Management at Payscale, transforms her team's approach to growth by prioritizing client service. She reveals how shifting the mindset from chasing new customers to nurturing existing relationships fosters retention and drives expansion. Through coaching and curiosity, account managers can uncover true client needs. Amanda emphasizes the importance of asking, 'How can we be a better partner for you?' to enhance partnerships and prevent churn. Discover how genuine value delivery translates into customer elation and long-term success.
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Account Management As Commercial Ownership
- Amanda built PayScale's AM function by shifting from new business to structured account expansion and retention.
- She argues AMs should own responsible commercial activity across the client base to preserve trust in sensitive domains like compensation.
Prioritize Post‑Sales Investment
- Invest in post-sales as much as new business because retaining customers costs far less than acquiring new ones.
- Build dedicated functions (marketing, CDR, advocacy) inside post-sales tied to GRR and revenue goals.
Expansion Should Feel Like Service
- Expansion framed as service aligns AM incentives with customer outcomes rather than pushy selling.
- You cannot expand what you don't retain, and you cannot retain what you don't appropriately service.