Account Management Secrets

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

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 without losing credibility?
 
In this episode, Alex Raymond is joined by Richard Harris, the founder of the Harris Consulting Group and author of “The Seller’s Journey,” to discuss how emotional intelligence helps account managers earn the right to dig deeper without losing trust. Richard introduces the “respect contract,” a way to set the stage for better client conversations. 
 
This episode also explores why focusing on economic impact is the best way to drive urgency and meaningful engagement. Along the way, Richard challenges common sales advice and shares practical strategies for handling disengaged clients, navigating tough conversations, and strengthening relationships. If you’ve ever struggled to get real answers from a client, Alex and Richard’s discussion will give you the tools to change that.
 
Quotes
“In sales—and even in account management after they become a customer—our job is to keep earning our customers’ trust.” (03:22 | Richard Harris)
“If leadership hasn’t taught them to send an email before you ask those questions, well, that’s just piss poor leadership, in my opinion. That’s just terrible leadership.” (09:54 | Richard Harris)
“Nothing drives urgency more than money. Nothing.” (27:25 | Richard Harris) 
“You don’t become more resilient by doing the same thing over and over again. You become more resilient because you try something and you adjust.” (31:35 | Richard Harris) 
 
Links
Connect with Richard Harris:
LinkedIn:https://www.linkedin.com/in/rharris415/
Website: https://theharrisconsultinggroup.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 customer success strategies miss the mark because they push a product instead of solving real customer pain points. So how do you keep clients engaged and drive real growth?
 
Alex Raymond sits down with Emilia D’Anzica, the Chief Customer Officer and founder of Growth Molecules, to discuss what makes customer success work. Emilia shares why leaders struggle to get buy-in, how silos kill momentum, and why clear roles and accountability matter more than ever. She also challenges companies to rethink their approach—are they equipping teams to drive retention, or just expecting results without the right tools?
 
From using AI to lighten the load on account managers to the shift in how investors view customer success, this episode has insights for leaders who want to build stronger, more sustainable client relationships.
 
Quotes
“Stop trying to push your whole product on a client. No one cares about your product. They care about what the product is going to do to help alleviate their pain.” (43:31 | Emilia D’Anzica) 
“1st, what’s the company’s North star? What’s our organization doing in this grand scheme of things? And then what’s in it for the individuals who are going to make it possible? If you aren’t answering those two questions around the why, the why for the company, the why for me, then people can quickly get lost or working in silos. And I think that’s really important, understanding the big picture and then breaking it down into micro steps to success. And that’s where I would start as a leader.” (​​04:28 | Emilia D’Anzica)
“I cringe when people say everyone owns customer success or everyone owns this goal that the company’s achieved. Actually, no, you need to break it down and really explain who owns the function.” (06:58 | Emilia D’Anzica)
“The one thing you can’t automate with tech is making sure that people feel like they’re part of the mission and the change, and that you’re enabling them during change.” (10:17 | Emilia D’Anzica)
 
Links
Connect with Emilia D’Anzica:
LinkedIn: https://www.linkedin.com/in/emiliadanzica/
Website: https://growthmolecules.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

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 DISQO, joins Alex Raymond to share how his 20-year career journey, rooted in building relationships and understanding customer needs, led him to the C-suite. 
 
David provides a behind-the-scenes look at the multifaceted responsibilities of a CCO, from aligning sales, product, and operations to fostering collaboration across teams. He points out the importance of key metrics like net revenue retention to assess value delivery and drive business growth, while emphasizing a hands-on approach to understanding customer interactions and feedback. 
 
This episode also touches on the often-overlooked contributions of account managers—David calls them the “unsung heroes” of business—and he advocates for showcasing their impact to elevate their role within organizations.
 
Quotes
“The biggest difference of that CCO role versus the others is how much time I spend working on the business instead of in the business.” (09:05 | David Karp) 
“If you roll your sleeves up in today’s world, that gives you the option to roll them down. Things are changing so fast. We need to be close enough to what’s happening in the business to support teams, help customers, and make rapid decisions.” (13:03 | David Karp) 
“The customer doesn’t care what department you’re in. They just want to know: ‘Are you going to help me?’” (34:24 | David Karp) 
“We started with trying to make sure we understand the moments that matter for customers. And then, how do we create metrics around those moments that matter?” (24:40 | David Karp)
“We don’t just need other people to shout out and take those unsung heroes and make them heroes. You know how I want them to be heroes? Because everybody else realizes I should be more like them… that to me is the coolest part about it. That’s the influence that account managers can have when we set them up for success and they start to do what they do and share it with others.” (43:07 | David Karp) 
 
Links
Connect with David Karp:LinkedIn: https://www.linkedin.com/in/davidalankarp/
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

“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 would call a scam or a rip-off, quite frankly,” says Dave Jackson, a coach and author known as the “CS Heretic.” In this episode, Dave joins Alex Raymond to talk about customer-led growth, exploring why it’s not just a post-sale activity but a comprehensive approach to the entire customer lifecycle. Are companies truly understanding and delivering what matters most to their customers, or are internal silos holding them back? 
 
Dave shares insights into the importance of aligning teams across marketing, sales, product, and post-sales to deliver measurable results that customers value. He challenges organizations to rethink their design, shifting from internal processes to an outside-in perspective rooted in customer success. How do your customers measure the impact of what you do? And are your efforts truly helping them achieve their goals? 
 
Join Alex Raymond and Dave Jackson as they explore how customer-led growth strengthens customer relationships and creates a foundation for sustainable growth.
 
Quotes
“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 would call a scam or a rip-off, quite frankly.” (04:24 | Dave Jackson)
“One of my favorite [quotes] is by an American called Arthur Jones: ‘Every organization is perfectly designed to get the results it gets.’ If you want to change the results that you get, you have to change the organization.” (09:39 | Dave Jackson) 
“One of the first management consultants, a guy called Peter Drucker once said, ‘The customer rarely buys what the company thinks it’s selling.’ We tend to push our products, talk about their value and benefits, but what we actually sell is features.” (13:10 | Dave Jackson)
“How do customers measure the impact we have on them? Once you start to understand that, you'll build momentum that says, ‘We can’t not do this.’” (37:08 | Dave Jackson)
“If you don’t deliver some form of measurable results, you ain’t going to retain that customer. You might have put huge amounts of effort into acquisition, but your LTV value is going to be crap.” (37:31 | Dave Jackson)
 
Links
Connect with Dave Jackson:
LinkedIn: https://www.linkedin.com/in/davidjacksonuk/
Website: https://www.customer-led-growth.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

Retention is the secret weapon for sustainable growth, yet too many companies overlook its true power. Ali Cudby, the CEO of Alignment Growth Strategies and author of “Keep Your Customers,” joins Alex Raymond in this episode, and explains why fixing the leaks in your bucket changes everything. 
 
Why do so many businesses prioritize acquisition over retention? Ali breaks it down, and points out the hidden costs of churn and the untapped potential of keeping customers engaged long-term. From chaotic onboarding processes to misaligned internal teams, she shares how these common missteps can derail growth.  
 
Can retention become a company’s strategic focus? Ali offers ways to shift this mindset, including the power of clear playbooks and leadership-driven alignment across departments. By tackling onboarding challenges head-on and investing in customer success, businesses can create lasting relationships and sustainable profitability.  
 
Ali and Alex’s discussion will challenge you to rethink the role of retention in your organization, because growth doesn’t come from plugging holes; it comes from building a stronger foundation.
 
Quotes
“If you talk about what drives growth—what’s really gonna make your company move, hit their revenue targets, move to the next level—it’s retention.” (05:43 | Ali Cudby)
“When you plug the leaks in your bucket, then every customer that you bring in, every new customer, instead of filling a hole, is growth revenue. It’s net new. And so, it’s not just the downside of plugging the holes. It’s the upside of being able to level up.” (08:21 | Ali Cudby)
“By looking at the impact of churn and really being able to isolate the numbers, what is it costing us? Then, you can start to tease apart and see what that impact of churn really looks like. And when you can articulate the impact in numbers, it’s a lot easier for account management teams to come to the table and say, ‘Here’s why we need the support that we need, and here’s what’s at stake, and here’s what we’re bringing.” (18:55 | Ali Cudby)
“In order to deliver a great customer experience, you need two things: the smart—systems, processes, tracking—and the heart—making people feel seen, heard, and valued.” (33:40 | Ali Cudby)
 
Links
Connect with Ali Cudby:
LinkedIn: https://www.linkedin.com/in/alicudby/
Website: https://alignmintforgrowth.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