Account Management Secrets

Too many account management teams invest in software before they’re ready, and end up automating the wrong things.

Alex Raymond sits down with Jennifer Pinter, a seasoned expert in account management software, to talk about what separates successful tech stacks from the ones that never gain traction. Jennifer has helped dozens of companies implement tools for AM and CS teams, and she’s seen how often things go sideways when there’s no clear strategy behind the purchase.

Alex and Jennifer discuss the most common missteps, like skipping role clarity, chasing features over outcomes, and underestimating the lift of change management. They also touch on what great teams do differently, from building internal alignment to rolling out new tools in manageable stages.

One key question they keep coming back to: what’s in it for the account manager? If the tool doesn’t make their job easier, adoption won’t stick. And if the team hasn’t nailed the basics like QBRs or account planning, even the best software won’t fix that.

If you’re considering specialized tools for your AM team, or trying to make better use of the ones you already have, this episode will help you rethink how and when software actually supports growth.

Episode Breakdown:

00:00 Why Account Management Needs Its Own Tech Stack

03:56 Start with Role Clarity Before Buying Software

07:07 Why Leadership Buy-In Shapes Adoption

10:54 What AI Failures Teach Us About Tech Strategy

15:03 How Systems Drive Consistency in Account Management

21:41 Using Tech to Improve the Customer Experience

27:08 What’s in It for the Account Manager?

36:26 Are You Ready for Specialized AM Software?

Connect with Jennifer Pinter:

Pavilion

LinkedIn

Connect with Alex Raymond:

AMplify

LinkedIn

Bad forecasts don’t just miss targets. They influence hiring plans, budgets, and boardroom confidence. Former Chief Revenue Officer Cliff Unger joins Alex Raymond to share how account managers can build the accuracy and credibility that drive both company growth and personal career impact.

Drawing from his journey from hardware account management to SaaS leadership, Cliff reveals how forecasting, renewals, and expansions shape business strategy at the highest levels. He explains why “job number one” for revenue leaders is hitting the number, but why accuracy in forecasting is just as critical for winning trust with executives and investors. With only a small fraction of companies forecasting within 5% of actuals, Cliff points out the power of delivering bad news early, balancing realism with ambition, and building systems that eliminate surprises.

Alex and Cliff’s discussion reframes account management as a true commercial growth function, responsible for renewals, expansion, and reliable forecasting, rather than a reactive support role. The insights in this episode show how account managers and CROs alike can move beyond firefighting, strengthen credibility, and become the operators executives rely on to steer strategy and growth.

Episode Breakdown:

00:00 Why Account Managers Shape the Future of a Business

03:13 From Hardware Sales to SaaS Leadership

10:24 The High-Stakes World of SaaS Renewals

13:11 ARR, GRR, and NRR Explained

16:58 Forecasting Under Pressure as a CRO

19:29 Why Forecast Misses Erode Confidence

27:54 The Real Role of a CRO

30:04 Why Account Management Belongs Under the CRO

37:26 Diagnosing Forecast Misses and Reducing Surprises

41:44 Data Integrity and the CRO’s Biggest Pain Point

Connect with Cliff Unger:

LinkedIn

Connect with Alex Raymond:

AMplify Website

LinkedIn

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, and drive real business growth.

Alex Raymond is joined by Carl Smith, the founder of The Bureau, to explore how the account management role has evolved from being a reactive liaison into one of the most strategic positions inside an agency. Carl shares lessons from his journey as an agency owner and community leader, calling out the industry’s outdated view of account managers as conduits and advocating for a future where AMs are trusted advisors who anticipate client needs and bring fresh perspectives that create lasting impact.

They break down why account managers who solve bigger problems for their clients unlock bigger, more profitable deals, and how agencies can build a growth model around deep client empathy instead of transactional work. Carl introduces his “Jellyfish Management” philosophy, a unique opt-in team structure that flips traditional agency hierarchies and gives teams ownership over the projects they truly care about. He also explains why radical transparency, when paired with the right context, builds a foundation of trust that strengthens agency culture and client relationships.

At its core, this episode is a playbook for agencies ready to elevate account management from a tactical function to a strategic growth engine, with Carl offering insights on how to rethink roles, invest in people, and create a business where clients don’t just stay but also grow with you.

Episode Breakdown:

00:00 Meet Carl Smith, Founder of The Bureau

02:06 Building a 1,400-Member Community of Agency Leaders

04:24 The Current State of Account Management

06:12 Account Managers as Trusted Advisors and Curators

08:45 Why Deep Domain Knowledge is Critical in the AI Era

10:17 Redefining the Role of the Account Manager

14:03 Strategic Thinking: The True Value of Account Managers

18:52 Solving Bigger Problems Leads to Bigger Deals

26:26 The Economics of Post-Sales Growth and Client Expansion

32:32 Radical Transparency and Building a Culture of Trust

38:08 Inside The Jellyfish Management Model

41:59 Navigating Multi-Vendor Strategies and Agency Growth

45:57 Carl’s Advice for Aspiring Account Managers

Connect with Carl Smith:

Bureau of Digital 

LinkedIn

Connect with Alex Raymond:

AMplify

LinkedIn

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 them. Alex Raymond and Mike Rapp, Chief Revenue Officer at IntelePeer, talk through what it takes to make that leap. Mike shares how his early career in project management shaped the way he builds trust with customers and why that perspective became a cornerstone of his leadership. He explains how account managers are often the ones closest to the reality of a customer’s experience and how that proximity is a strategic advantage if you know how to use it.

You’ll hear Mike unpack the difference between landing a new client and expanding an existing one. Which is harder? Which actually drives sustainable growth? He also shares a mantra from his VP of Account Management, Samantha Gott: “Serve, Retain, Sell.” It’s a simple reminder that upsells and expansions only happen when you’ve done the work of earning trust first.

Mike reflects on the habits that separate great account managers from average ones. Are you consistently building relationships up the chain? Do you have a real account plan, or are you hoping good intentions will get you there? He talks about the trap of chasing new product launches while overlooking the basics that keep customers happy and how that imbalance quietly erodes retention over time.

Mike’s advice is simple: break out of your silo, pay attention to how sales, delivery, and customer success connect, and be the person who shows up with solutions before anyone asks for them.

Episode Breakdown:

00:00 Mike Rapp, CRO at IntelePeer

01:51 Mike Rapp’s Career Path from Project Manager to CRO

05:01 Why Retention is the Lifeblood of SaaS Growth

09:03 New Logo Selling vs. Account Management Reality

14:21 Using Metrics and Data to Drive Account Strategy

17:00 Breaking Through Customer Perceptions with New Products

20:30 The “Serve, Retain, Sell” Mantra Explained

24:56 Non-Negotiables for High-Performing Account Managers

32:55 How to Truly Know Your Customer and Build Trust

36:14 Measuring Account Manager Success: What Really Matters

38:05 Mike Rapp’s Advice for Aspiring CROs

Connect with Mike Rapp:

IntelePeer

LinkedIn

Connect with Alex Raymond:

AMplify

LinkedIn

Kristy Devantier, the Managing Director at TaleWind Digital (formerly WorkerBee.TV), joins Alex Raymond for a conversation about what really changes when account managers have the right structure and clarity in their role. How do you move beyond check-the-box QBRs and start having client conversations that actually lead to growth? How do you build a team that isn’t just managing projects but actively deepening relationships and uncovering opportunities? Kristy walks through the shifts she made, from renaming and reshaping QBRs to introducing account plans and segmenting clients more intentionally, all grounded in what she learned through AMplify.

Kristy also gets honest about the challenges of running a team that’s stretched across project delivery, customer success, and strategic growth. You’ll hear how she’s advocating for her team internally, using leadership buy-in and visibility to carve out more space for what really matters. 

Join Alex and Kristy’s conversation to learn how to navigate the realities of account management and try to do it with more purpose and impact.

Episode Breakdown:

00:00 Introduction

03:18 Kristy’s Journey into Account Management

05:49 How QBRs Evolved into Strategic Review Meetings

07:07 Shifting the Focus to Client Needs and Deeper Questions

10:43 The Impact of Improved QBRs on Client Relationships

11:42 Unlocking Expansion Through Strategic Conversations

13:42 How Client Segmentation Improved Team Focus

20:03 Balancing Project-Based and Recurring Clients

24:51 Navigating the Account Manager vs. Project Manager Debate

26:46 Tackling Burnout and Resourcing Challenges

27:33 Gaining Executive Buy-In Through Strategic Reviews

35:14 What’s Next for Account Management at WorkerBee.TV

36:46 Kristy’s Advice for New Account Managers

Links

Connect with Kristy Devantier:

LinkedIn: https://www.linkedin.com/in/kristy-devantier-839b2934

Website: http://www.workerbee.tv/

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 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 underutilized advantage in B2B.

Alex Raymond is joined by Craig Rosenberg, the Chief Platform Officer at Scale Venture Partners and the co-host of The Transaction, for a conversation about why account management continues to be under-resourced, undertrained, and underleveraged despite its direct impact on retention, expansion, and long-term revenue. Drawing from decades of experience at TOPO, Gartner, and Scale, Craig argues that account managers are often better at identifying customer value than net new sellers, yet they’re rarely given the tools, frameworks, or recognition to lead.

Together, Alex and Craig unpack the org design problems that keep post-sales teams sidelined, from confusing leadership structures and weak handoffs to misaligned incentives and the CRO’s disproportionate focus on net new revenue. They explore the potential of pod-based teams, examine the evolving role of the Chief Customer Officer, and make the case for a new revenue structure centered on an SVP of Growth. 

Craig also shares his take on how AI is rapidly reshaping go-to-market roles and why account managers need to start “talking to the machines” to stay ahead. Plus, Alex previews AMplify 10x Growth System, a bold new framework designed to help AMs think bigger, act like owners, and drive exponential growth from existing customers. 

Episode Breakdown:

00:00 Introduction to Account Management Secrets

01:19 Why Post-Sales Growth Is Still Overlooked

05:59 The Sales vs. Account Management Investment Gap

09:42 How Pod Structures Improve Retention and Expansion

13:25 The Problem with the Chief Customer Officer Role

15:04 Rethinking Org Design: The Case for an SVP of Growth

25:13 What Boards and Investors Actually Care About

32:13 Why Account Management Needs Its Own Playbook

38:14 The Amplify 10x Growth System Explained

42:48 How AI Is Reshaping Account Management Today

Links

Connect with Craig Rosenberg:

LinkedIn: https://www.linkedin.com/in/craigrosenberg/

https://www.gartner.com/en/topo-now-gartner

https://www.scalevp.com/team/craig-rosenberg/ 

https://thetransaction.substack.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

Too many account managers confuse being liked with being effective and it’s costing them renewals, influence, and growth. Chad Horenfeldt, the VP of Customer Success at Siena AI and author of “The Strategic Customer Success Manager,” joins Alex Raymond to talk about the people-pleaser trap and how to break out of it. They unpack the four identity traps that keep account managers stuck in reactive mode: the firefighter, entertainer, fixer, and waiter, and why those well-meaning habits quietly erode trust and impact.

Chad shares tactical frameworks like motivational interviewing and radical customer candor, showing how curiosity, preparation, and self-awareness can lead to better business outcomes, stronger client relationships, and more personal wellbeing on the job.

If you’ve ever walked away from a “great” client meeting only to lose the account later, Alex and Chad’s conversation will help you rethink your role and lead more strategically in today’s fast-moving world of entrepreneurship and customer success.

Episode Breakdown:

00:00 The People Pleaser Trap in Account Management

04:02 Why Being Helpful Doesn’t Prevent Churn

06:06 Identity Traps: Firefighter, Waiter, Fixer, Entertainer

12:23 How to Build Trust and Lead with Confidence

20:25 Motivational Interviewing Techniques for Client Conversations

24:41 Disruptive Questions That Shift Client Mindsets

31:34 Practicing Radical Customer Candor

36:26 Building Stronger Client Relationships Through Strategic Disclosure

41:19 Small Shifts That Lead to Long-Term Growth

Links

Connect with Chad Horenfeldt:

LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

Website:  https://www.strategiccustomersuccess.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

Too many account managers are stuck in reactive mode—waiting on problems, answering tickets, and playing support—while the real opportunity sits untapped: driving strategic growth.

In this episode, Alex Raymond is joined by author and sales strategist Anthony Iannarino to unpack what’s broken in post-sales and what needs to change. Their conversation challenges the status quo of account management and lays out a new path, one where AMs act less like order takers and more like strategic guides who know how to lead.

Anthony introduces the concept of being “one-up”, bringing enough experience and insight to teach clients how to make better decisions. He explains why the age of AI will punish passivity and reward value creation, and why account managers who stay stuck in the admin zone are putting themselves at risk.

Whether you're managing a $10M portfolio or just trying to prove your value internally, this episode will push you to rethink how you show up. Because in 2025, the winning account managers won’t be the ones who play it safe, they’ll be the ones who lead.

Episode Breakdown:

00:00 Introduction

01:30 Why Post-Sales Is Broken

05:14 AI Will Punish Passive Account Managers

08:05 What It Means to Be “One-Up”

09:20 Raising the Floor for Real Growth

11:22 What Creating Value Actually Looks Like

15:23 Why Relationships Still Drive Revenue

20:18 The AI Impact on Account Management Teams

22:29 The Missed Opportunity in Post-Sales Investment

27:23 How Sales and Buying Committees Have Changed

33:23 Final Advice: Elevate or Get Replaced

Links

Connect with Anthony Iannarino:

LinkedIn: https://www.linkedin.com/in/iannarino/

Website: https://www.thesalesblog.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Podcast production and show notes provided by HiveCast.fm

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 VP of Account Management at SafetyChain, to discuss what it really looks like to show measurable impact in industries where the stakes are high and the paperwork never ends. 

Robert explains how his team uses short, focused executive results reviews to help clients surface clear ROI and make stronger business cases with their leadership. He talks about how AI is helping his team cut back on busywork, sharpen their account planning, and stay ahead of renewal conversations without losing sight of the bigger picture. 

Where are your clients seeing real outcomes? Are they able to explain why your product matters or have they started to forget? Alex and Robert’s conversation will give you a smarter way to keep your accounts growing and your partnerships strong.

Episode Breakdown:

00:00 Introduction

01:19 The High-Stakes World of Food Safety

05:01 Who Uses Safety Chain and Why It Matters

07:29 Robert’s Account Management Philosophy

10:16 Proving ROI Through Executive Results Reviews

15:01 Using AI to Support Account Planning and Renewals

21:01 Leveraging the Amplify Community

30:01 Identifying White Space and Driving Expansion

34:01 The Value of Consolidation and TCO Strategy

35:22 Clarifying the Roles of Customer Success and Account Management

Links

Connect with Robert Sproule:

LinkedIn: https://www.linkedin.com/in/robert-sproule-b02b783/

Website: https://safetychain.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 managers are playing too small and leaving millions in growth potential untouched inside their current client base. 

Alex Raymond challenges the idea that retention should be the finish line. He invites us to take a closer look at the mindset and habits that keep teams stuck in incremental growth and asks something many of us don’t pause to consider: Are we thinking big enough when it comes to the accounts we already have?

Drawing from his own client work and insights from Ben Hardy’s 10X Is Easier Than 2X, Alex shares the A10X Growth System, a framework built around four key shifts: solving bigger problems, leading with radical curiosity, thinking like the CEO of the account, and clearing out the low-value work that gets in the way.

This isn’t about working harder or chasing more deals. Alex reminds us that it’s about reimagining how we partner with our customers and being honest about where we’re holding back. For anyone in account management, customer success, or post-sales leadership, this episode’s a sharp and timely push to think differently, act more strategically, and build deeper value right where you are.

Episode Breakdown:

00:00 Reframing Customer Retention to Growth

05:18 Introducing the AMplify 10x Growth System

08:38 Solving Bigger Problems for Customers

17:08 Embracing Radical Curiosity

23:35 Adopting an Ownership Mindset

27:27 Raising the Floor for Greater Impact

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