Account Management Secrets

Curiosity Is a Superpower: Questions to Ask Clients as an Account Manager to Grow Existing Accounts | EP112

Most account managers open with the same question their customers have heard a hundred times. “What are your goals?” gets a polite, forgettable answer and rarely earns a

What Churned Customers Say When You’re Not in the Room | EP111

Your customer may have decided to leave six to 18 months before the renewal quote ever went out. By the time the 60-day playbook starts, some have already switched to a c

There’s a Difference Between Successful and Happy - Customer Success at SambaSafety | EP110

AI is already drafting your emails and building your QBR decks in twenty minutes flat. So what happens to the CSM role once the busywork disappears? That question sits at

How to Get Hired and Promoted as an Account Manager | EP109

Every account manager job posting pulls in a flood of applicants. So what makes a hiring manager stop scrolling? Knowing what hiring managers look for in account managers

How to Lead a Customer Success Team and Earn CFO Trust | EP108

How to lead a customer success team gets complicated when nobody agrees on what the team is responsible for. Sales has a clear job. Post-sale teams are often expected to

Partner, Not a Cost Center: Account Management at Mastercard | EP107

Most account managers wonder what it takes to move from managing a book of business to leading one. George Siter has made that climb, going from director to VP and then i

How to Build a Customer Relationship Map: Grow Revenue and Have Fun Doing It | EP106

Most account managers know they're supposed to "know their customer." Few have an actual system for what that means or how to prove it.   Dan Horowitz, Head of US Sales

Why Customer Satisfaction Doesn’t Predict Retention | EP105

Your happiest customers might be the first ones to leave. That is the uncomfortable finding behind why customer satisfaction doesn't predict retention, and new data makes

How to Prevent “Green-to-Gone” Accounts | EP104

Most account teams don't lose customers overnight. They lose them slowly, through signals nobody caught in time. Knowing how to identify at-risk customers before they chu

How Account Managers Keep Losing Executive Access (And How to Stop) | EP103

Most account managers can quote the theory on building relationships with executives, but the real test starts after the deal closes. That's when the senior sponsor hands

GRR vs NRR: What Private Equity Firms Really Evaluate in Customer Success | EP102

Private equity firms don't care about your health scores or QBRs. They care about one question: what makes this business worth more tomorrow than it is today.   Carlos

Account Manager vs Project Manager: Why Smashing the Roles Together Backfires | EP101

Account manager vs project manager isn't just a title swap. Smash the two roles together, and you get the worst of both worlds, with no time to do either job well.   On

What 100 Conversations Taught Me About Post-Sale | EP100

Most account managers can’t clearly explain what their job is, and that gap costs them money, energy, and career momentum. This episode of Account Management Secrets deli

The Customer Success Competencies That Made the Relationship-Only CSM Obsolete | EP99

Keeping customers happy no longer protects your job. Buyers want measurable business outcomes, and the customer success competencies you leaned on in the last decade will

Private Equity Due Diligence and the 20% Nobody Sees Coming From Customer Churn After Acquisition | EP98

Private equity due diligence rarely accounts for the customer base itself, even though it may be the asset most likely to drive an acquisition’s success.   On this epis

From High-Volume to High-Stakes: The Enterprise Customer Success Manager Career Path | EP97

Running one global enterprise account is nothing like running 120 small ones, and the enterprise customer success manager career path proves it.   Josh Chapman is a Pri

Your QBR Is Probably Killing Your Client Relationship: How to Run a Better QBR | EP96

Most QBRs are slow, forgettable, and quietly kill your client relationships.   That's the uncomfortable truth Jason Scott sat with after watching a major enterprise acc

Account Management in Private Equity: How to Grow the Customer Base as an Asset and Win in the Boardroom | EP95

Most account managers at PE-backed companies are playing by the wrong rules and don't even know it.   Alex Raymond and guest Alan Gonsenhauser, an 11-time CMO and priva

The Customer Success Credibility Problem Every Customer Success Leader Must Fix | EP94

Customer success credibility is in trouble, and the profession earned much of the blame.   On Account Management Secrets, host Alex Raymond sits down with Jenny Anderso

Digital Customer Success at Scale: How a Small Team Supports 10,000 Customers | EP93

10,000 customers. One small team. A retention strategy strong enough to make sales rethink account coverage.   Andrew Carothers has built digital customer success at en