Account Management Secrets

Episode 2: Mastering the Chief Customer Officer Role

“I am responsible for ensuring that our customers derive value from our partnership and remain with us for the long term,” says Mary Poppen, President and Chief Customer Officer at HRIZONS and co-author of “Goodbye Churn, Hello Growth!” In this episode, she sits down with Alex Raymond to talk about how the role of a CCO is evolving, especially as customer success becomes essential for reducing churn.
 
Mary walks through her 5Ps framework—Playbooks, Prediction, Prescriptive, Proactive, and Personalization—as a comprehensive strategy for deepening customer relationships and achieving meaningful results. She emphasizes the importance of seeing value through the customer’s eyes and using AI-driven insights alongside personalized communication to create long-lasting connections.
 
With teams being asked to manage larger portfolios but with fewer resources, Mary explains why efficient, cross-functional processes are more critical than ever. She also talks about how keeping sales teams involved after the initial deal can help nurture long-term relationships and find new opportunities for growth. And what about the connection between employee and customer success? Mary believes they go hand in hand—both should be seen as indicators of a company’s overall health. She leaves listeners with valuable insights into how data and technology can help companies stay ahead of customer needs and offer more proactive solutions.
 
Quotes
“[The CCO role] has evolved over the years. And it looks a little bit different depending on the size of the organization, the type of products or services offered, etc. But in general, how I describe it is that I am responsible for making sure that our customers are getting value from our partnership and that they want to continue the partnership forever.” (02:52 | Mary Poppen)
“The best way to actually define if the customer is getting value is to have the customer share their measures of success—why they purchased your product or service, what they were expecting to get, and if they are getting that value. And second, how is it helping their organization to grow and be successful? If the customer can put that into measures, or even into words and a story, then you’ve got real, true value measures.” (04:44 | Mary Poppen) 
“It does take time to get to the true value measures of real impact. So, if you’re rolling out a new technology that is enterprise-wide, once it’s live, it takes time to ensure that users are actually following the use cases and using it correctly. And all of those things really need to be measured. So, it takes time.” (06:24 | Mary Poppen)
“There are two secret ingredients I have found for really driving a differentiated relationship with a customer and a customer experience. One of those ingredients is customer intimacy. A lot of people shy away from the term intimacy, but to be honest, I’ve never found another term that describes it as exactly as I think of it, which is knowing the customer better than anyone else, knowing what they need, when they need it, and being able to deliver it in the best way for them.” (10:49 | Mary Poppen) 
 
Links
Connect with Mary Poppen:
LinkedIn: https://www.linkedin.com/in/marypoppen/
 
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 1: Customer-Centric Metrics for Account Managers

“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 customer success and account management. In this debut episode of Account Management Secrets, he joins host Alex Raymond to discuss why customer success teams need to focus on measurable business results—whether it’s revenue, bookings, or customer retention—especially in today’s efficiency-driven economy.
 
Jay points out that understanding the financial side and aligning customer success efforts with the company’s goals are key to reducing churn and driving growth. He also emphasizes that customer success needs to be woven into every part of the business—from product design to marketing—so that everyone is working toward the same goals. Structured onboarding and enablement resources is essential in ensuring long-term retention and customer satisfaction, helping teams secure success right from the start.
 
Jay predicts that companies will focus more on efficiency and profitability, moving away from the growth-at-all-costs mindset. He expects a bigger push toward sustainable business practices, with customer retention and operational alignment becoming top priorities. Jay also sees shifts in venture capital, with more attention on private equity and long-term value. For customer success teams, this means they’ll need to deliver measurable outcomes that not only align with business objectives but also drive lasting customer satisfaction.
 
Quotes
“You should actually understand the business that you're in so that you can make the biggest impact no matter where you sit in the organization structure.” (05:19 | Jay Nathan)
“The reality is, every team should have some kind of number, some kind of metric to show what their impact on the business is.” (07:21 | Jay Nathan) 
“I think a North Star metric should be a customer-facing metric. So, what is the thing that your product or service enables that proves that the customer is getting value from your product?” (08:31 | Jay Nathan) 
“You could grow that North Star metric by selling new accounts, by retaining the customers that you have, and by driving adoption and getting more value into the hands of the customer so that more users come in and use the product over time. So, I think a North Star is an external metric. It’s a value metric for the customer.” (09:09 | Jay Nathan) 
“That is the fundamental use case for a CRM, the pipeline management. How many deals are being won? What’s the time to close on those deals? The reality is, everybody wants the answer. They want you to tell them what the answer is when you say that. And the reality is, there is no one answer. It depends on the market you serve, the product that you provide, and the value proposition that you’re selling. If you can map those things out, then you can find the answer.” (12:05 | Jay Nathan)
 
Links
Connect with Jay Nathan:
Website: https://growthcurve.io/
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

Accounts Management Secrets - Trailer

Account Management Secrets is the podcast designed specifically for the unsung heroes of the business world—Account Managers. Every week, we share insights, strategies, and tools that will help you excel in your role and drive success within your organization. As someone responsible for over 70% of your company’s revenue, the stakes are high, but the resources and training available to you are often limited. This podcast is here to change that.
 
Hosted by Alex Raymond, a leader in the field who has worked with thousands of Account Managers to improve their results, Account Management Secrets equips you with the knowledge and practical strategies you need to master the art and science of account management. Whether it’s navigating complex client relationships, preparing for critical Quarterly Business Reviews, or unlocking growth opportunities with your existing customers, each episode provides actionable advice you can apply immediately.
 
Account Management Secrets is brought to you by AMplify, the elite community dedicated to helping Account Managers boost their careers, build their skills, and expand their networks. Join us at amplifyam.com and start your journey towards account management excellence.