Account Management Secrets

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

Many account plans fall flat because they prioritize documentation over tangible results. A new framework emphasizes three customer goals, three key contacts, and actionable steps to boost effectiveness. The discussion also challenges whether your plans are designed to impress or provide real value to clients. Plus, insights on keeping your account plan dynamic and responsive to customer needs are shared. This conversation is all about transforming account management from tedious paperwork into impactful strategy.

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

Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.   In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper problems. Are companies setting themselves up for long-term success, or are they still stuck in outdated sales-driven models? Bob challenges leaders to rethink how they structure teams, run QBRs, and measure success. Instead of leaving retention to customer success teams alone, he lays out a case for making it a company-wide effort.   Bob and Alex’s discussion is a must-listen for account managers and business leaders ready to move beyond quick wins and start playing the long game.   Episode Breakdown: 00:00 Introduction 02:08 Bob Mathers’ Journey to Customer Success 04:52 The 5-Year Customer Model 05:03 Frustration with Customer Success Conversations 06:06 Shift from On-Prem to SaaS Models 08:10 The Burden of Generating Value 09:09 The Role of Customer Success in Long-Term Retention 11:35 The Role of Customer Success Managers 14:48 The North Star Goal: Five-Year Customer Retention 17:04 Ideal Customer Profile and Marketing Alignment 20:03 Commitment to Long-Term Goals 21:08 The Role of the CEO in Driving Change 22:02 Single-Digit Incremental Improvements vs. Mindset Shift 25:09 Core Functions, Behaviors, and KPIs 26:46 The Role of Data in Customer Success 27:18 Is a 5-Year Customer Good Enough? 28:06 The Role of the Chief Customer Officer 29:00 The Future of Customer Success and CCOs 32:32 The Role of Product in Customer Success 35:05 Optimal Structure for Customer Success Teams 39:48 Closing    Links Connect with Bob Mathers: LinkedIn: https://www.linkedin.com/in/bmathers/ Website: https://bobmathers.ca/   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 is at a crossroads. Does it need a complete rebrand? A new strategy? A bigger role in driving revenue?   In this episode, Alex Raymond talks with Rav Dhaliwal, a veteran in customer success and account management, about what’s working, what’s broken, and what needs to change. Rav shares why customer success teams struggle to define their own value and how that disconnect affects both customers and company growth.   One of the biggest challenges? The divide between sales and customer success. Both teams focus on helping customers see value, yet outdated structures keep them working in isolation. Rav explains why shared goals and incentives could create stronger results for everyone.   Rav also questions whether the term “customer success” still makes sense. Is it time to rethink the function entirely? Should it evolve into something bigger? If customer success is truly a competitive advantage, leaders need to stop treating it as an afterthought.   This episode pushes past buzzwords and into the real conversations happening inside companies today. If you’d like to know where customer success is headed, this is one you don’t want to miss.   Episode Breakdown: 00:00 Introduction 01:55 Rav’s Career Journey and Insights 02:57 The Evolution of Customer Success 06:19 Linking Customer Success to Revenue 08:17 Incentives and Organizational Alignment 09:11 Misconceptions About Customer Success 10:09 The Need to Retire the Term “Customer Success” 13:05 The Future of Customer Success 15:26 Customer Success and Revenue Ownership 19:30 Organizational Design: CCO vs. CRO 22:39 Skepticism About the CCO Role 25:05 The Importance of a CCO in Complex Organizations 29:40 Typical Friction Points in Alignment 35:04 The Competitive Advantage of Great Customer Success 37:04 Integrating CS into the Sales Process 42:15 Growing the Deal with CS Involvement   Links Connect with Rav Dhaliwal: LinkedIn: https://www.linkedin.com/in/ravinderdhaliwal/ Medium: https://ravsterd.medium.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

Drowning in unrealistic expectations? If “hero mode” feels like your default setting, it’s time for a reset.   Rachel Provan, a customer success leader turned coach, joins Alex Raymond to discuss why so many account managers are expected to operate at peak performance with fewer resources and more demands. She breaks down how to push back effectively, set real priorities, and communicate workload challenges without feeling like you’re making excuses.   This episode digs into the mindset shifts that help account managers move from constantly defending their role to confidently leading client conversations. Rachel also challenges the way we approach QBRs, arguing that they should be more than a routine box to check.   Want to be seen for the impact you make? Start tracking your wins, speaking up, and claiming your seat at the table. Alex and Rachel’s discussion gives you the strategies to do exactly that.   Quotes “If you ask me to do the work of 10 people, I physically cannot do that. So what I advise people to do is really to look at what are the things that I have to get done? What’s the outcome that we need? Get really, really clear on priorities with these people, with whoever your boss is.” (03:54 | Rachel Provan)  “We have this sense of this idea of time management that if we somehow time box and figure out the right order of things and do enough planning, we’ll somehow be able to fit 10 pounds of potatoes into a five pound bag. And time is fixed. There’s no managing it. So it’s really all about prioritization and being realistic across the board.” (09:53 | Rachel Provan) “The number one thing that I advise people to ask their teams, especially if you’re going in there for the first time, if you’re having your first one-on-ones with people, my favorite question for them is: Do you feel your work here is valued? That is the number one question that will tell you if they’ve got one foot out the door, if they’re checked out. Because if they don’t feel their work is valued, what’s the point?” (11:11 | Rachel Provan) “If people aren’t giving you recognition, it’s not necessarily because they think you’re crap at your job. They’re thinking about themselves. They’re not thinking about you. They’re not keeping track of what you’re doing. I encourage everyone to keep an accomplishment tracker.” (36:45 | Rachel Provan)   Links Connect with Rachel Provan: LinkedIn:  https://www.linkedin.com/in/rachelhprovan/ Website: https://provansuccess.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