Account Management Secrets

Episode 43: A10X: Four Moves That Unlock Massive Growth After the Sale

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

Episode 42: Heroes, Villains, and the Power of Story in Account Management

Most account managers think they’re here to sell solutions. But the real opportunity might be helping your client see themselves differently, like the hero of their own story.
 
Alex Raymond talks with Adrian Davis, the President and CEO of Whetstone Inc. and author of “Heroes, Villains, and the Thrill of Professional Selling.” Adrian shares a storytelling framework that redefines the role of the account manager, not as the hero, but as the guide. What happens when you stop pitching and start helping your client rewrite their script? 
 
They get into what it means to identify a client’s strategic aspiration: the deeper, often unspoken thing they’re truly trying to achieve. Not just surface-level goals, but the kind that keep them up at night or define their legacy. Adrian explains how to uncover these aspirations and why understanding them is more powerful than asking about “needs.”
 
They also talk about villains (not competitors) but the real threats standing in the way of your client’s success. Why is status quo such a powerful force? What external pressure points are shaping your client’s world before they even realize it? And how do you become the person who helps them see it coming?
 
If you’ve ever been asked to “be more strategic” and weren’t sure where to start, this episode lays it out clearly. From conducting industry and SWOT analysis through your customer’s eyes, to asking better questions that lead to real urgency, Adrian offers a framework that helps you guide the people who need it most. And maybe most importantly: How do you step into that guide role - quietly powerful, fully trusted, and always a few steps ahead?
 
Episode Breakdown:
00:00 The Role of Account Managers  
01:01 The Hero’s Journey in Sales  
03:10 Storytelling as a Sales Advantage  
07:30 Customer Aspirations and Emotional Drivers  
13:43 Identifying the Real Villain: Status Quo  
20:35 Internal vs. External Challenges  
28:14 Building Emotional Connection  
30:41 Industry Expertise and Specialization  
33:21 SWOT Analysis from the Customer’s POV  
36:12 Become the Guide, Not the Hero  
43:12 Why Suffering Creates Urgency  
 
Links
Connect with Adrian Davis:
LinkedIn: https://www.linkedin.com/in/adriandavis/
Website: https://whetstoneinc.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

Episode 41: Spheres of Influence: Building the Relationships That Drive Renewals and Growth

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 former Accenture partner and CIO at the University of Texas, he’s worked with account managers who earned his trust and others who landed on his “most hated vendor” list. In this episode, Brad joins Alex Raymond to discuss why influence is a skill that deserves more respect, especially for account managers working with complex clients and high-stakes decisions.
 
How do you build trust with an executive when you’re mid-level or early in your career? What makes a QBR worth everyone’s time? And why do so many account managers miss the chance to deepen a relationship by simply showing up and following through?
 
Brad shares strategies for building credibility, mapping power dynamics, and engaging with skeptics before they sabotage a renewal. The best account managers don’t wait to be taught influence. They build it intentionally, one conversation at a time.
 
Episode Breakdown:
00:00 Why Influence Matters in Account Management
03:00 Relationship-Driven vs. Transactional Client Engagement
10:30 Making QBRs Worth Everyone’s Time
14:00 Understanding and Using Spheres of Influence
20:30 Building Trust in a Remote-First World
22:00 How to Engage Senior Executives with Confidence
23:15 Creating a Power Map Inside the Client Org
30:30 Turning Detractors into Advocates
36:30 Advice for Account Managers
 
Links
Connect with Brad Englert:
LinkedIn: https://www.linkedin.com/in/bradenglert/
Podcast: https://bradenglert.com/podcast
Website: https://bradenglert.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

Episode 40: Account Management in a Commoditized World

The best account managers build their book like it’s their business, and that mindset changes everything.
 
Alex Raymond is joined by Todd O’Donnell, who went from tech sales at IBM and Oracle to leading one of Canada’s top-performing insurance agencies. Todd shares how blitz days, cold calling, and world-class training shaped his early career, and why those habits still influence how he runs his agency today.
 
They talk about the shift from chasing leads to building a referral-driven business, the hiring principle Todd swears by (“Can I trust this person?”), and why the best AMs know how to focus on what really moves the business forward. Todd also breaks down how he uses Sandler sales training, one-on-one coaching, and weekly team sessions to create consistent results without micromanaging.
 
From creating a “Starbucks of insurance” experience to developing account managers with zero prior industry experience, Todd shows how long-term growth happens when you lead with trust, consistency, and a clear plan.
 
Episode Breakdown:
00:00 Why Account Managers Drive the Business
02:13 Lessons from IBM and Oracle
07:17 Building a Team Without Micromanaging
10:23 How to Keep Clients Without Competing on Price
13:56 Hiring for Trust, Not Industry Experience
16:45 How Sandler Training Shapes the Sales Process
18:59 Coaching, One-on-Ones, and Leading by Example
26:10 What Top Account Managers Do Differently
28:54 The Power of Focus Time
30:28 Strategic Coach, 10X Thinking, and Personal Growth
36:06 Career Paths for Account Managers
39:36 Be Willing to Get Uncomfortable
 
Links
Connect with Todd O’Donnell:
LinkedIn: https://www.linkedin.com/in/toddodonnellinsurance
Website: https://www.insurancetodd.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

Episode 39: Is Account Management Dead? Jess Manganelli Doesn’t Think So

Account managers who lead with business acumen, creative insight and clear boundaries are the ones who drive real growth.
 
What happens when agencies start questioning whether account management still matters? Jess Manganelli has seen it firsthand, and she’s got strong opinions. As the founder of Betts & Betz, she works with creative agencies to build high-performing account teams that don’t just keep the trains running but move the business forward.
 
Jess and Alex discuss why some agencies are scaling back on account roles, and why that decision often backfires. They talk about what the job really demands: a deep understanding of how both the client and the agency make money, the confidence to lead from wherever you sit, and the willingness to have hard conversations instead of dodging them.
 
Where do most account managers get stuck? Jess points to a lack of business fluency and a fear of pushing back. She offers ways to shift that, starting with how to frame a tough conversation without sounding defensive or deferential.
 
If you’ve ever felt like your job description misses the point, or wondered how to grow into a more strategic role, Jess and Alex’s conversation will resonate.
 
Episode Breakdown:
00:00 The Real Value of Account Management
02:26 Is Account Management Dead?
06:05 What Agencies Actually Need from Account Managers
08:23 Why Business Acumen Matters
12:27 Balancing Client Goals with Agency Health
20:00 How to Handle Tough Client Conversations
27:39 Curiosity as a Strategic Skill
31:30 Traits That Set Great Account Managers Apart
33:53 Removing Hurdles to Great Work
37:13 Fixing the Sales-to-Account Handoff
43:00 The Tucker Inner Concept
 
Links
Connect with Jess Manganelli:
LinkedIn: https://www.linkedin.com/in/jessmanganelli/
Website: https://www.bettsandbetz.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

Episode 38: Brent Adamson on the Challenger Sale, Customer Confidence, and Growing Key Accounts

Most account managers are stuck chasing satisfaction when they should be driving change.
 
Alex Raymond is joined by Brent Adamson, the co-founder of A to B Insight and Qoos and the author of “The Challenger Sale,” for a discussion that challenges the way most teams think about account growth. If happy customers aren’t growing their accounts, what’s missing? And what does it actually take to move from retention to expansion?
 
Brent shares research that calls out a common trap: overdelivering on service without helping clients rethink their business. He introduces the idea of customer improvement: the account manager’s job isn’t to keep things running smoothly, but to show customers what’s possible when they shift their approach.
 
Alex and Brent also get into the confusion between customer success and account management, the pressure to grow accounts without losing them, and why confidence, specifically the client’s confidence in their own decisions, matters more than loyalty or trust.
 
If you’re leading key accounts or coaching teams who do, Alex and Brent’s discussion will change the way you think about long-term growth.
 
Episode Breakdown:
00:00 The Evolution of Account Management and Customer Success
02:52 Understanding the Roles: Retention vs. Expansion
11:11 The Importance of Customer Improvement
21:48 Driving Growth Through Insights
23:19 Navigating Account Management Challenges
26:36 Understanding Customer Improvement
29:27 Identifying Unique Strengths
32:16 The Importance of Customer Confidence
35:54 Introducing the Frame-Making Sale
46:30 Empowering Customers for Growth
 
Links
Connect with Brent Adamson:
LinkedIn: https://www.linkedin.com/in/brentadamson/
Website: https://www.brentadamson.net/
Website: https://qoos.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

Episode 37: The One Question That Drove a 200x Increase in Client Revenue

Asking one bold question turned a $50K client into a $10M account and reshaped how account managers think about trust, strategy and growth.
 
Account management leader Joanna Hagelberger joins Alex Raymond to talk about what account management looks like when it’s done right, from building the function from scratch at high-growth InsurTech companies to leading with curiosity instead of a script. What happens when you stop asking surface-level questions and start inviting your clients to think bigger? Joanna shares how one conversation sparked a 200x expansion and why most account managers don’t realize they have permission to ask the hard questions.
 
This episode also gets into the realities of scaling an account management team, how to avoid segmentation mistakes, and why internal alignment matters just as much as client relationships. What do you do when your executive team has no idea what’s happening with your top accounts? How do you keep account managers from working in silos? Joanna brings clear, grounded answers from the field, along with a mindset shift that every account manager needs to hear.
 
Episode Breakdown:
00:00 Intro and Meet Joanna Hagelberger
02:04 Building Account Management from Scratch
06:57 Customer Support vs. Customer Success vs. Account Management
09:27 No Surprises: The Role of Internal Account Reviews
15:52 The Five-Year Question That Led to 200x Growth
20:17 Curiosity as a Core Account Management Skill
26:28 Taking Ownership and Leading Accounts
31:12 Segmenting Accounts the Smart Way
36:28 How to Think About Portfolio Size
40:04 Becoming a Strategic Account Manager
41:35 Why Finance and Product Should Be Your Best Friends
 
Links
Connect with Joanna Hagelberger:
LinkedIn: https://www.linkedin.com/in/joanna-hagelberger/
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

Episode 36: Relationships Drive Revenue

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.
 
Alex Raymond sits down with Guy Rubin, the founder and CEO of Ebsta, to unpack the 2025 GTM Benchmark Report and what it means for account managers right now. The data is clear: 52% of new revenue last year came from existing accounts, not new logos. That shift isn’t just interesting as it should completely change how teams think about growth, customer relationships, and where to invest their time and resources.
 
Guy shares practical insights on what sets top-performing account teams apart, including the impact of C-level participation in QBRs (7x more likely to upsell) and the dangers of single-threaded relationships. He also explains how Ebsta’s engagement scoring works, and why tracking relationship momentum across the customer lifecycle is one of the most valuable metrics you’re probably not using.
 
The conversation hits on a growing gap between top and average performers, a data-driven case for 360 selling, and a refreshingly blunt take on the real reasons sellers are missing quota. If you want to grow revenue, retain your best customers, and actually move the needle, this episode will show you where to start.
 
Episode Breakdown:
00:00 Introduction
01:29 Why Existing Customers Are Driving Revenue Growth
05:49 How the GTM Benchmark Report Was Built
10:04 Relationship Momentum and Multi-Threading
12:21 Engagement Scoring and What It Reveals
14:10 Why C-Suite Participation in QBRs Changes Everything
25:08 Sales Performance Gaps and the Leadership Wake-Up Call
27:37 The Return of 360 Selling
36:10 What Top Account Managers Are Doing Differently
 
Links
Connect with Guy Rubin:
LinkedIn: https://www.linkedin.com/in/rubinguy/
Website: https://www.ebsta.com/
Benchmarks: https://benchmarks.ebsta.com/2025-gtm-benchmarks?utm_source=amplify&utm_medium=podcast&utm_campaign=2025+gtm+benchmarks&utm_content=gtm+benchmarks+2025+landing+page
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

Episode 35: Career Moves for Account Managers: What Works Now

Spray-and-pray job applications aren’t getting anyone hired. So what actually works when the competition is this intense?
 
In this episode, Alex Raymond is joined by Carly Agar, the founder and CEO of Carly Agar Training, to talk about how account managers can navigate the current job market with more clarity and control. What do hiring managers really care about? How do you stand out when hundreds of people are applying for the same role? Carly shares why intention matters more than volume, and how treating your job search like a high-value client strategy changes everything.
 
Alex and Carly also talk about what it means to truly “own” your book of business and why that mindset separates top candidates from the rest. Carly offers advice on building internal champions, tracking the right metrics, and shaping your reputation, so that when you’re not in the room, people are still talking about you in the right way.
 
And yes, AI comes up. Carly explains why account managers who lean into it, learn from it, and help their teams use it well are positioning themselves for long-term success. If you’ve been wondering how to level up or move forward with more purpose, this episode is your playbook.
 
Episode Breakdown:
00:00 Introduction
01:07 What the Job Market Looks Like in 2025
05:35 Why Spray-and-Pray Applications Fail
07:13 Smarter Strategies for Job Searching
08:05 How to Uncover Your Dream Role
10:13 Making an Impact Without Switching Jobs
13:33 Building Internal Champions and Mentors
15:41 How to Get Promoted Without Just Hitting KPIs
16:24 Thinking Like a CEO of Your Book of Business
17:29 Career Paths: Leadership vs. Strategic Accounts
19:30 The Skills That Actually Set You Apart
21:09 How Account Managers Can Leverage AI
22:15 Advice for Owning Your Career Growth
 
Links
Connect with Carly Agar:
LinkedIn: https://www.linkedin.com/in/carly-agar/
Website: https://www.carlyagar.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

Episode 34: How AI Is Reshaping Customer Value

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