Account Management Secrets
Episodes
How to Spot a Growth Stall Early | EP72
16 Jan 2026
Contributed by Lukas
Growth stalls rarely announce themselves. It usually starts with hesitation, mixed signals, and decisions that keep getting pushed to the next quarter...
How a Chief Client Officer Leads | EP71
09 Jan 2026
Contributed by Lukas
Long-lasting client partnerships are built through disciplined fit, visible value, and the conviction to say no to the wrong work even when the revenu...
Flip the QBR | EP70
02 Jan 2026
Contributed by Lukas
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. A...
The Win-Win-Win: Building Sustainable Partnerships That Serve Business and Community | EP69
26 Dec 2025
Contributed by Lukas
Account management can drive renewals, reduce risk, and expand real career access when corporate partnerships are treated as long-term commitments rat...
How to Make Key Account Management Work | EP68
19 Dec 2025
Contributed by Lukas
Most key account programs collapse because companies treat a strategic discipline like a standard sales motion, and this conversation reveals what it ...
How Account Managers Can Beat Imposter Syndrome and Build Executive Presence | EP 67
12 Dec 2025
Contributed by Lukas
High performers don’t grow out of imposter syndrome. They just learn how to hide it better. Executive coach and imposter syndrome specialist Dr. ...
How Great Account Managers Spot and Manage Risk Before It’s Too Late | EP66
05 Dec 2025
Contributed by Lukas
The biggest threat to your revenue often isn’t churn, it’s the blind spots you never realized were there. Alex sits down with Lisa Honaker, a s...
Why NRR Matters to Every CEO Right Now | EP65
28 Nov 2025
Contributed by Lukas
NRR has become the pressure test for every account management leader who wants to prove they can drive real, sustainable growth. Alex Raymond is jo...
Fix What’s Really Broken | EP64
21 Nov 2025
Contributed by Lukas
Most companies don’t have a revenue problem, they have a process problem hidden in plain sight. Alex sits down with Eddie Reynolds, CEO of Union ...
Why RevOps Should Scare You Less | EP63
14 Nov 2025
Contributed by Lukas
Mallory Lee proves that simplifying your systems can be the smartest growth strategy a company ever makes. Alex Raymond sits down with Mallory Lee,...
QBRs on a Cocktail Napkin: The Art of Executive Simplicity | EP62
07 Nov 2025
Contributed by Lukas
Ultra accounts demand a no-deck QBR playbook built on senior trust, steakhouse conversations, and concrete commitments. Carl Lenocker, Senior Custo...
Account Managers are Fixers | EP61
31 Oct 2025
Contributed by Lukas
What if the key to explosive growth isn’t chasing new customers but treating expansion as an act of service to the ones you already have? Alex Ra...
Consistency Beats Heroics: Shep Hyken on Building B2B Customer Loyalty | EP60
24 Oct 2025
Contributed by Lukas
Satisfied customers leave, but loyal ones stay because great account managers turn every interaction into consistency, trust, and genuine partnership....
Value Is the New Contract: Anthony DeShazor on Outcome-Based Account Management | EP59
17 Oct 2025
Contributed by Lukas
When contracts disappear and only value keeps customers loyal, the real work of account management begins. Alex Raymond talks with Anthony DeShazor...
The MBA Account Managers Never Got | EP58
10 Oct 2025
Contributed by Lukas
Revenue is more concentrated than ever, with a handful of accounts driving the majority of growth. That reality makes account management both the bigg...
The Skills Every Account Manager Needs Now with Bill Senese | EP57
03 Oct 2025
Contributed by Lukas
Most account managers know how to follow up, but follow through is what separates someone who manages deals from someone who builds real partnerships....
Why Revenue is the Critical Customer Success KPI | EP56
26 Sep 2025
Contributed by Lukas
Customer success used to thrive on easy capital and organic expansion. But in today’s market, that model is running out of runway. If CS isn’t tie...
Negotiating Renewals Without Giving Away the Farm: Todd Caponi’s Four Levers | EP55
19 Sep 2025
Contributed by Lukas
Negotiation doesn’t have to feel like a hostage scene. In this episode, Alex Raymond sits down with Todd Caponi, sales expert and author of the upco...
The Red Renewals System: How Asana Flags Enterprise Churn 12 Months Out | EP54
12 Sep 2025
Contributed by Lukas
Utilization numbers may look like the problem. But as Josh Abdulla, the Chief Customer Officer at Asana, points out, low usage is usually just the sym...
Help Customers Build Confidence in Saying YES | EP53
05 Sep 2025
Contributed by Lukas
Customer deals often stall not because the product is weak but because buyers doubt their own ability to make the right choice. Alex Raymond is joi...
Tools & Processes for Account Management and Client Success Teams | EP52
29 Aug 2025
Contributed by Lukas
Too many account management teams invest in software before they’re ready, and end up automating the wrong things. Alex Raymond sits down with Je...
Deliver Bad News Early: Tips from a CRO | EP51
22 Aug 2025
Contributed by Lukas
Bad forecasts don’t just miss targets. They influence hiring plans, budgets, and boardroom confidence. Former Chief Revenue Officer Cliff Unger join...
The Playbook for Clients Who Stay & Grow with You | EP50
15 Aug 2025
Contributed by Lukas
Most account managers get stuck in the middle, passing information back and forth, but the ones who rise are curators who build trust, shape strategy,...
Serve, Retain, Sell: How Account Management Builds Revenue Leaders | EP49
08 Aug 2025
Contributed by Lukas
Account managers who want a seat at the executive table need to master the art of growing revenue by owning client relationships, not just managing th...
QBRs, Retention, and Role Clarity with Kristy Devantier | EP48
01 Aug 2025
Contributed by Lukas
Kristy Devantier, the Managing Director at TaleWind Digital (formerly WorkerBee.TV), joins Alex Raymond for a conversation about what really changes w...
Why Post-Sale Is Still Broken (And What to Do About It) | EP47
25 Jul 2025
Contributed by Lukas
Most companies have no real strategy for what happens after the deal closes, and this episode makes it clear why post-sales growth is still the most u...
Don't Confuse Being Liked with Being Effective | EP46
18 Jul 2025
Contributed by Lukas
Too many account managers confuse being liked with being effective and it’s costing them renewals, influence, and growth. Chad Horenfeldt, the VP of...
Stuck in the Reactive Admin Zone? Get Strategic and Grow Revenue! | EP45
11 Jul 2025
Contributed by Lukas
Too many account managers are stuck in reactive mode—waiting on problems, answering tickets, and playing support—while the real opportunity sits u...
Prove Clear ROI in 15 Minutes Flat | EP44
04 Jul 2025
Contributed by Lukas
Most account managers talk about value but Robert Sproule shows you how to prove it in fifteen minutes flat. Alex Raymond sits down with Robert, the V...
4 Moves That Unlock $$$ After the Sale | EP43
27 Jun 2025
Contributed by Lukas
Most account managers are playing too small and leaving millions in growth potential untouched inside their current client base. Alex Raymond cha...
Heroes, Villains, and the Power of Story in Account Management | EP42
20 Jun 2025
Contributed by Lukas
Most account managers think they’re here to sell solutions. But the real opportunity might be helping your client see themselves differently, like t...
Build Influence to Drive Renewals and Growth in Your Accounts | EP41
13 Jun 2025
Contributed by Lukas
Most account managers think influence is a soft skill until it costs them the renewal. Brad Englert has been on both sides of the table. As a forme...
World Class Account Management Skills The Sandler Way | EP40
06 Jun 2025
Contributed by Lukas
The best account managers build their book like it’s their business, and that mindset changes everything. Alex Raymond is joined by Todd O’Donn...
Cutting Back on Account Management (Jess Manganelli Thinks It's a Terrible Idea) | EP39
30 May 2025
Contributed by Lukas
Account managers who lead with business acumen, creative insight and clear boundaries are the ones who drive real growth. What happens when agencie...
The Challenger Sale, Customer Confidence, and Growing Key Accounts with Brent Adamson | EP38
23 May 2025
Contributed by Lukas
Most account managers are stuck chasing satisfaction when they should be driving change. Alex Raymond is joined by Brent Adamson, the co-founder of...
This Question Drove a 200x Increase in Client Revenue | EP37
16 May 2025
Contributed by Lukas
Asking one bold question turned a $50K client into a $10M account and reshaped how account managers think about trust, strategy and growth. Account...
2025 GTM Benchmark Report (& what it means for AMs now) | EP36
09 May 2025
Contributed by Lukas
Most of your revenue probably came from existing customers last year, and if your QBRs don’t include the C-suite, you’re at serious risk of churn....
Tips for Account Managers Navigating The Job Market | EP35
02 May 2025
Contributed by Lukas
Spray-and-pray job applications aren’t getting anyone hired. So what actually works when the competition is this intense? In this episode, Alex R...
AI Is Reshaping Customer Value | EP34
25 Apr 2025
Contributed by Lukas
AI isn’t just changing the tools we use, it’s reshaping the entire conversation around business value, accountability, and risk. In this epis...
Customer Success is Dead as We Know It | EP33
18 Apr 2025
Contributed by Lukas
Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant? Alex Ray...
A 90-Day Account Plan Level Up | EP32
11 Apr 2025
Contributed by Lukas
Most account plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results. In this episode, Al...
The Account Manager Career Path: What Hiring Managers Really Want | EP31
04 Apr 2025
Contributed by Lukas
Most account managers are chasing career growth, but few stop to ask whether their next opportunity might already be within reach. Alex Raymond tal...
The Megadeals Mindset | EP30
28 Mar 2025
Contributed by Lukas
Securing Megadeals requires more than just a strong pitch. It demands a deep understanding of deal orchestration and stakeholder management. In thi...
Client Onboarding: Don't Declare Victory Too Soon | EP29
21 Mar 2025
Contributed by Lukas
Most companies treat onboarding like a finish line, but it’s the starting gate for retention, customer success, and long-term revenue. Alex Raymo...
Developing a Client Health Score with Katherine Nino | EP28
14 Mar 2025
Contributed by Lukas
RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth. Alex Raymo...
High Churn Signals A Deeper Problem | EP27
07 Mar 2025
Contributed by Lukas
Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest ...
When Sales & Customer Success Work Together, Revenue Follows | EP26
28 Feb 2025
Contributed by Lukas
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 Raymo...
Tips to Thrive as an Account Manager | EP25
21 Feb 2025
Contributed by Lukas
Drowning in unrealistic expectations? If “hero mode” feels like your default setting, it’s time for a reset. Rachel Provan, a customer succes...
The Respect Contract: How to Keep Clients from Ghosting | EP24
14 Feb 2025
Contributed by Lukas
Most account managers are told to ask great questions, but without trust, those questions go nowhere. So how do you earn the right to dig deeper witho...
Why “Everyone Owns CS” Is a Leadership Cop-Out | EP23
07 Feb 2025
Contributed by Lukas
Most customer success strategies miss the mark because they push a product instead of solving real customer pain points. So how do you keep clients en...
From Key Account Manager to Chief Customer Officer | EP22
31 Jan 2025
Contributed by Lukas
Account management is more than a role. It’s the backbone of customer success and a springboard to leadership. David Karp, chief customer officer at...
The Truth About Customer-Led Growth | EP21
24 Jan 2025
Contributed by Lukas
“Any successful organization is only successful because it puts its customers at the heart of what it does. If they’re not, then it’s what I wou...
Stop the Churn: How to Retain Customers and Drive Growth | EP20
17 Jan 2025
Contributed by Lukas
Retention is the secret weapon for sustainable growth, yet too many companies overlook its true power. Ali Cudby, the CEO of Alignment Growth Strategi...
Why Do Some Customers Leave While Others Stay? | EP19
10 Jan 2025
Contributed by Lukas
Customer success teams are facing mounting pressure to prove their worth as organizations tighten budgets and shift priorities. Ed Powers, an expert i...
Beyond NPS: Why Modern CS Teams Have to Own a Number | EP18
03 Jan 2025
Contributed by Lukas
“Customer success is no longer just held accountable for adoption and NPS; CS teams now have to own a portion of the number, as we should,” says M...
Expanding Existing Accounts with the REACH Framework | EP17
27 Dec 2024
Contributed by Lukas
How can account managers and customer success teams become true drivers of growth in today’s competitive, profit-focused landscape? In this episode,...
Third Box Thinking: Redefining Customer-Centricity in Key Account Management | EP16
20 Dec 2024
Contributed by Lukas
“It’s all about ‘what I want the customer to do based on what I care about.’ Nobody says that explicitly, but underlying that is a mindset sti...
The Dark Arts of Creative Agency Account Management | EP15
13 Dec 2024
Contributed by Lukas
“We’re diplomats, we’re orchestrators, we’re figuring out how to thread the needle of client needs and agency ambitions,” explains James Hid...
The Most Common Mistakes In Account Plans | EP14
06 Dec 2024
Contributed by Lukas
Most account plans fail not because they lack detail, but because they fall short as tools for proactive, strategic partnership. In this episode, Alex...
Real Listening Beats ‘Customer-Centric’ Every Time with Bob London | EP13
29 Nov 2024
Contributed by Lukas
“There’s a mythology surrounding the concept of listening to the customer and being customer-centric. It comes from the fact that we think we’re...
Account Management Blind Spots, Boardrooms, and the Real Voice of the Customer | EP12
22 Nov 2024
Contributed by Lukas
Blind spots in customer understanding can hold companies back, but customer advisory boards offer a way to uncover them and strengthen strategic accou...
From Monologue to Dialogue: Rethinking the QBR for Client Services Account Managers | EP11
15 Nov 2024
Contributed by Lukas
“Most QBRs suck,” says Alex Raymond, calling out the truth that too many Quarterly Business Reviews are boring, one-sided, and lack real impact. B...
Unlocking the Ridiculous Upside That Already Exists Inside Your Strategic Accounts - Tips for Account Managers | EP10
08 Nov 2024
Contributed by Lukas
“There are strategic accounts that will organically grow without proactive effort. Every account is strategic but you don’t have the time to grow ...
To Fix the Customer Experience, Start with the Employee Experience - Where Client Service Success Begins | EP9
01 Nov 2024
Contributed by Lukas
“I strongly believe that there’s a strong connection between employee experience and customer experience. Employee experience drives the customer ...
Customer Journey Maps Fail: How an Intelligent Framework Gets Account Managers There Better | EP8
25 Oct 2024
Contributed by Lukas
“When we try to get customers to do something, if we ourselves don’t know what the path to success looks like and how to measure that path to succ...
Real-World Strategies for Revenue Growth in Your Accounts | EP7
18 Oct 2024
Contributed by Lukas
“You’ve got to move your customers to be a partner. Your aim is to get larger revenues, have partnership relationships with your key customers, so...
Mastering the Art of Win Backs and Renewals with Tim Riesterer | EP6
11 Oct 2024
Contributed by Lukas
“Winning somebody back who had experiences with you is easier than taking net new share. You need to understand why they left because certain reason...
Customer Retention Isn’t About Happiness—It’s About Measurable Results | EP5
04 Oct 2024
Contributed by Lukas
“Happy customers stay, and unhappy customers leave”—or at least that’s what we’ve always believed. But Greg Daines, a customer retention exp...
Why Account Management Matters More Than Ever | EP4
27 Sep 2024
Contributed by Lukas
Account managers are emerging as the key to long-term growth as sales teams struggle with decreased win rates, longer sales cycles, and rising costs t...
Earning the Right to Sell | EP3
20 Sep 2024
Contributed by Lukas
“When I got into sales, I was thinking about the customer throughout the whole life cycle. It wasn’t just about the hunting aspect; it was also ab...
Mastering the Chief Customer Officer Role | EP2
13 Sep 2024
Contributed by Lukas
“I am responsible for ensuring that our customers derive value from our partnership and remain with us for the long term,” says Mary Poppen, Presi...
Customer-Centric Metrics (KPIs) for Account Managers | EP1
13 Sep 2024
Contributed by Lukas
“Every team should have some kind of number, some kind of metric to show what their impact on the business is,” says Jay Nathan, a veteran in cust...
Start Here: The Go-To Podcast for Modern Account Managers and Customer Success Leaders
06 Sep 2024
Contributed by Lukas
Account Management Secrets is the podcast designed specifically for the unsung heroes of the business world—Account Managers. Every week, we share i...