Account Management Secrets

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

Guy Rubin, Founder and CEO of Ebsta, dives into the transformative role of existing customers in driving revenue. He highlights that over half of new revenue comes from current clients, urging a shift in sales strategy toward relationship management. Guy emphasizes the importance of C-suite engagement during quarterly business reviews, noting those connections lead to better upselling opportunities. He also discusses the concept of engagement scoring to track relationship momentum and the growing disparity between top-performing and average account teams.

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

AI isn’t just changing the tools we use, it’s reshaping the entire conversation around business value, accountability, and risk.    In this episode, Alex Raymond sits down with Mark Stouse, the CEO of ProofAnalytics.ai, to talk about how AI is driving a seismic shift in how companies operate. The core message: transparency and accountability are no longer optional, and gut instinct won’t cut it.   Mark explains how AI is collapsing the “gray zone” of ambiguity in business, forcing teams to prove value with hard data. He also shares a critical legal shift from early 2023: a Delaware court ruling that expanded fiduciary duty to all company officers, not just CEOs and CFOs, making risk management everyone’s responsibility.   You’ll hear how customer success is more than a renewal engine. It’s a strategic early warning system that should be treated as both a value creator and a multiplier. And you’ll learn why the old accounting mindset, focused only on past performance, can’t keep up.   If you're leading customer accounts, managing renewals, or influencing post-sales strategy, this conversation will reframe how you think about risk, impact, and your role in the AI-powered business landscape.   Episode Breakdown: 00:00 Introduction 03:25 AI as a Super Technology & What It Changes 04:44 How Fiduciary Duty Now Includes Functional Leaders 06:12 Case Study: CRM Data Fraud and Legal Risk 09:54 AI, Legal Accountability & Market Volatility Collide 12:54 Why Traditional Accounting Thinking Falls Short 14:31 Causal Analytics vs. Predictive Tools: What Leaders Need 17:34 The Long Game: Proving Impact in Customer Success 19:28 Customer Success as an Early Warning System 22:28 The Problem with BI Dashboards and Misread Data 25:46 How to Start Risk Conversations at Your Company 27:21 Forecast Risk vs. Enterprise Risk 28:00 Why T-Shaped Skills Matter in the Age of AI 29:24 What the Future of AI Looks Like for Teams   Links Connect with Mark Stouse: LinkedIn: https://www.linkedin.com/in/markstouse/ Website: https://www.proofanalytics.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

Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?   Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise, why the function has become a catch-all for upstream problems, and what needs to change if companies want better outcomes and fewer surprises.   Is customer success really one team’s job? Or does it require every part of the company to take ownership? Is your CS team driving strategy or just cleaning up after everyone else? This episode is a must-listen for account managers, CS leaders, and anyone who believes customer outcomes should be more than just a quarterly talking point.   Learn more about AMplify at www.amplifyam.com    Episode Breakdown: 00:00 Introduction 01:20 Why Customer Success Is Struggling 03:05 The Branding Problem in CS 05:28 From Customer Success to Customer Experience 07:03 Does CS Have a Future? 14:07 Solving Problems Upstream 17:20 Proactive Account Management 31:21 Risk Management That Works 39:53 Rethinking Customer Experience Teams 43:18 Where to Start and What to Prioritize   Links Connect with Parker Chase-Corwin: LinkedIn: https://www.linkedin.com/in/parkercorwin/ Website: https://www.xperiencealchemy.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 plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results.   In this episode, Alex Raymond explains why so many account plans fail to drive real impact and what to do instead. He introduces a framework: three customer goals, three key contacts, and three specific actions for the next 90 days. No fluff. No filler. Just a clear plan you can actually use.   Are you building your plan to impress your boss, or to deliver value your client will notice? Are you tracking assumptions, or asking the right questions?   If you’ve ever felt like your account plan was more theater than strategy, this episode will help you shift into something far more effective. Alex also shares details on the upcoming Account Planning Bootcamp inside the AMplify community, where you can dig deeper and start building plans that actually grow your accounts and your career. Learn more here: www.amplifyam.com/account-planning-bootcamp    Episode Breakdown: 00:00 Introduction 01:40 Why Most Account Plans Fail 10:41 What Is Dynamic Account Planning? 13:10 The Rule of Three Framework 30:35 Should You Share Your Plan with the Customer? 34:05 Making Your Plan a Living Document   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 are chasing career growth, but few stop to ask whether their next opportunity might already be within reach.   Alex Raymond talks with Swati Garg, the founder and CEO of Melo Associates, about what hiring managers are prioritizing right now, and what many candidates are getting wrong. What skills actually stand out in a crowded field? How do you show you’re ready for more responsibility? And why are so many companies missing the mark by defaulting to external hires?   Swati shares what’s shifting in the job market, including the rising demand for strategic thinking, stronger negotiation chops, and real fluency with tools powered by AI. She also breaks down why internal promotions aren’t just cost-effective, they’re often the best way to keep top performers engaged and growing.   If you’ve been stuck thinking the only next step is people management, this episode offers a broader view. Swati talks through alternative paths like CS operations, enablement, and even product or marketing roles, reminding us that knowing your customer deeply is a competitive edge across teams. She also gives practical advice for anyone on the job hunt: be intentional, do your prep, and stop treating the interview like a one-way evaluation.   Whether you’re hiring or exploring your next move, this is a smart, honest look at how to grow your career without losing momentum.   Episode Breakdown: 00:00 Career Growth in Account Management 02:53 Current Job Market for Customer Success and Account Managers 05:10 Hiring Internally vs. Externally 07:39 The Importance of Internal Talent Retention 08:59 Evolving Roles in Customer Success 12:29 Must-Have Skills for Account Managers 16:05 The Importance of Business Acumen 17:42 Navigating Job Searches and Maintaining Morale 24:10 Career Progression Paths for Account Managers 28:00 Exploring Non-Linear Career Paths 30:30 The Role of Chief Customer Officer 33:09 Assessing Company Fit During Interviews 39:45 Words of Wisdom for Job Seekers   Links Connect with Swati Garg: LinkedIn: https://www.linkedin.com/in/swatigargmhrir/ Website: https://meloassociates.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

Securing Megadeals requires more than just a strong pitch. It demands a deep understanding of deal orchestration and stakeholder management.   In this episode, Bora Brännström, the co-founder of Megadeals Advisory, joins Alex Raymond to share insights on navigating the complexities of large, multi-million dollar contracts. Bora breaks down what makes a deal truly complex, from influencing decision-makers at every level to managing a web of cross-functional relationships. He points out a common challenge many companies face—rainmaker dependency—and how relying too heavily on a few key individuals can hinder growth, especially for scale-ups.   So how can account managers scale success in such a high-stakes environment? Bora points out the importance of proactively engaging with multiple stakeholders, leveraging internal references, and using targeted media to build trust across the organization. Can a systematic approach to deal orchestration be the key to driving consistent growth? Bora and Alex’s discussion offers strategies for anyone looking to step up their game in managing complex deals and building stronger relationships with key stakeholders.   Episode Breakdown: 00:00 Introduction  02:19 Defining Megadeals 04:44 Four Criteria of Complex Deals 07:03 Challenges in Scaling Sales Teams 10:13 Finite vs. Infinite Markets 14:45 Expanding Within Existing Accounts 17:31 Stakeholder Mapping 20:52 Ideal Stakeholder Map (ISM) 25:35 Accessing Key Decision Makers 30:40 Proactive Account Management 34:54 Actionable Steps for Account Managers 40:58 Building a System to Eliminate Rainmaker Dependency 43:40 Specialization and Support for Rainmakers   Links Connect with Bora Brännström: LinkedIn: https://www.linkedin.com/in/bora-br%C3%A4nnstr%C3%B6m-a193a9a/ Website: https://www.megadeals.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 companies treat onboarding like a finish line, but it’s the starting gate for retention, customer success, and long-term revenue.   Alex Raymond welcomes onboarding expert Donna Weber, the author of “Onboarding Matters,” to challenge the idea that implementation equals success. If a customer isn’t using a product in a meaningful way, does it even matter that they have access to it? Donna explains why the first 90 days determine whether a customer sticks around or drifts away, and how her orchestrated onboarding framework helps companies guide customers to real value, not just a completed setup.   Donna also breaks down a common mistake: declaring victory too soon. Product deployment isn’t the finish line. Without quick wins and clear adoption, customers second-guess their decision, leading to churn. Donna shares ways to shift the focus from closing deals to building long-term success, with insights on user adoption, time to value, and the hidden cost of bad onboarding.   A must-listen for account managers and customer success teams who want to turn onboarding into a growth strategy.   Episode Breakdown: 00:00 Introduction  01:46 The Critical Role of Onboarding 04:36 Onboarding vs. Implementation 06:23 Declaring Victory Too Early 09:42 Defining Onboarding: The Orchestrated Onboarding Framework 11:05 Review and Ongoing Optimization 14:09 Delivering Quick Wins 17:08 The Concept of Buyer's Remorse 19:10 Quick Wins vs. First Value 22:33 Trade-offs in Onboarding Approaches 24:29 Value Journey and Team Structure 26:14 Applying Onboarding Concepts Beyond SaaS 30:46 Incentives and Long-term Profitability 34:31 Team Structure and Responsibilities 37:04 Measuring Success in Onboarding 41:59 Linking Metrics to Business Impact 43:25 Key Takeaways for Successful Onboarding   Links Connect with Donna Weber: LinkedIn: https://www.linkedin.com/in/donnaweb/ Website: https://www.donnaweber.com/ https://www.donnaweber.com/post/accelerate-success-the-power-of-quick-wins-in-customer-onboarding   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth.   Alex Raymond sits down with Katherine Nino, the head of global revenue operations at Makosi, to talk about how RevOps goes beyond traditional sales enablement and shapes the entire customer lifecycle. They discuss the power of client health scores, how data-driven insights help account managers stay ahead of churn, and why a culture shift around risk and collaboration is essential.   Katherine shares her approach to building a health score model that cuts through data overload and makes it easier for teams to focus on relationships. She also challenges outdated views on sales handoffs, training, and accountability, making the case for a more connected approach to retention and growth.   Join Alex and Katherine’s discussion to discover a clear roadmap for leveraging RevOps to improve client satisfaction, reduce churn, and drive sustainable revenue growth.   Episode Breakdown: 00:00 Introduction 01:53 What is RevOps? 03:07 Strategy and Transformation 05:05 Data Structure and Reporting 08:20 Evolution of RevOps 10:10 Orchestration and Collaboration in RevOps 14:42 Building a Client Health Model 18:39 Proactive Client Management 20:01 Developing and Testing the Health Model 24:00 Implementation and Success of the Health Model 27:31 Role of Account Managers in Using the Health Model 32:10 Improving Data Quality and Compliance 38:08 Mindset Shift for Account Managers 42:52 Regular Data Hygiene Practices 44:03 Importance of Training and Development for Account Managers   Links Connect with Katherine Nino: LinkedIn: https://www.linkedin.com/in/jkatherinenino/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm