Account Management Secrets
Alex Raymond
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 worked with thousands of Account Managers to improve their results, Account Management Secrets equips you with the knowledge and practical strategies you need to master the art and science of account management. Whether it’s navigating complex client relationships, preparing for critical Quarterly Business Reviews, or unlocking growth opportunities with your existing customers, each episode provides actionable advice you can apply immediately.
Account Management Secrets is brought to you by AMplify, the elite community dedicated to helping Account Managers boost their careers, build their skills, and expand their networks. Join us at https://amplifyam.com and start your journey towards account management excellence.
Hosted by Alex Raymond, a leader in the field who has worked with thousands of Account Managers to improve their results, Account Management Secrets equips you with the knowledge and practical strategies you need to master the art and science of account management. Whether it’s navigating complex client relationships, preparing for critical Quarterly Business Reviews, or unlocking growth opportunities with your existing customers, each episode provides actionable advice you can apply immediately.
Account Management Secrets is brought to you by AMplify, the elite community dedicated to helping Account Managers boost their careers, build their skills, and expand their networks. Join us at https://amplifyam.com and start your journey towards account management excellence.
Episodes
Mentioned books
Oct 30, 2026 • 43min
How to Build a Voice of Customer Program That Drives Retention and Growth | EP113
Joey Yagoda, CEO of Westing Ventures, specializes in voice-of-customer research and retention strategy. He explores year-round customer listening, why account managers may not get candid feedback, and the limits of NPS. The conversation covers learning from churned customers, turning feedback into company-wide action, private equity diligence, and launching a practical 10-call pilot.
Oct 23, 2026 • 38min
Curiosity Is a Superpower: Questions to Ask Clients as an Account Manager to Grow Existing Accounts | EP112
Jubal Sarvis, Relationship Development Manager at Granite Telecommunications, explores how curiosity fuels account growth. He shares ways to earn time with reluctant customers, turn research into compelling conversations, and uncover unexpected opportunities, including a remote gas pump pilot. They discuss tailoring questions to different stakeholders, building trust between meetings, and avoiding assumptions in complex deals.
Oct 16, 2026 • 40min
What Churned Customers Say When You’re Not in the Room | EP111
Natasha Narayan, CEO and co-founder of IcebergIQ, has led more than 3,300 B2B customer interviews. She reveals what churned customers say privately, why renewal risk often begins 6 to 18 months early, and how neutral interviews uncover hidden buying and leaving decisions. Topics include win-backs, AI alternatives, executive relationships, multithreading, and the sales-to-services handoff.
Oct 9, 2026 • 48min
There’s a Difference Between Successful and Happy - Customer Success at SambaSafety | EP110
John Conley, Senior Vice President of Customer Success at SambaSafety, leads a 40-person post-sales organization. He explores how AI is transforming CSM work, from emails and QBRs to interactive coaching. They discuss role creep, GRR versus NRR, gas prices and churn, proactive account planning, and why customer success is about outcomes rather than constant happiness.
Oct 2, 2026 • 44min
How to Get Hired and Promoted as an Account Manager | EP109
Grace Knapp, a senior account management leader at AdRoll with 15+ years in customer success, reveals what gets account managers hired, promoted, or managed out. She covers the traits hiring managers value, behavioral interview questions, performance metrics, renewal ownership, promotion stories, and why surprise churn stings most. Plus, learn how thoughtful outreach can make your application stand out.
12 snips
Sep 25, 2026 • 46min
How to Lead a Customer Success Team and Earn CFO Trust | EP108
Beth Laplante, SVP of Customer Success at Adara, specializes in customer success leadership and organizational design. She explores turning post-sale chaos into structure, defining service tiers, segmenting accounts, and reducing reactive work. The conversation also tackles forecasting discipline, CFO trust, reporting lines, the CCO debate, and leading organizational change with clarity.
Sep 18, 2026 • 49min
Partner, Not a Cost Center: Account Management at Mastercard | EP107
George Siter, Mastercard’s SVP for regional financial institution relationships, shares how account managers become strategic partners rather than cost centers. He explores customer-led growth reviews, living account plans, prioritizing big wins, and selling through value. George also maps the leap from director to VP and beyond, covering executive communication, mentorship, energy management, and accountability.
7 snips
Sep 11, 2026 • 55min
How to Build a Customer Relationship Map: Grow Revenue and Have Fun Doing It | EP106
Dan Horowitz, Taboola’s Head of U.S. Sales and Account Management, explores relationship mapping, strategic partnerships, and creative revenue growth. Discover how heat maps reveal account risks, how Yahoo and Walmart enabled one-click grocery ordering, and how Pizza Hut turned Super Bowl squares into a digital experience. Plus, a look at hospitality, customer language, and audacious ideas that make account management more rewarding.
Sep 4, 2026 • 55min
Why Customer Satisfaction Doesn’t Predict Retention | EP105
Greg Daines, founder and CEO of ChurnRx, returns to explore the surprising gap between customer satisfaction and retention. He challenges NPS and traditional loyalty metrics, revealing why demanding customers may be safest. They discuss customer bonding, measurable results, portfolio risk, the Intel story, and how QBRs can deliver real value instead of routine updates.
11 snips
Aug 28, 2026 • 46min
How to Prevent “Green-to-Gone” Accounts | EP104
Daniel Santiago, SVP of Customer Success at OrthoFi with 25+ years leading post-sale teams. He explains the watch list system that spots “green-to-gone” accounts before they slip away. He covers fixing early onboarding to cut six-month churn. He describes turning QBRs into data-driven business conversations and tightening forecast variance to a ±5% tolerance.
