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

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

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

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

Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?   Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise, why the function has become a catch-all for upstream problems, and what needs to change if companies want better outcomes and fewer surprises.   Is customer success really one team’s job? Or does it require every part of the company to take ownership? Is your CS team driving strategy or just cleaning up after everyone else? This episode is a must-listen for account managers, CS leaders, and anyone who believes customer outcomes should be more than just a quarterly talking point.   Learn more about AMplify at www.amplifyam.com    Episode Breakdown: 00:00 Introduction 01:20 Why Customer Success Is Struggling 03:05 The Branding Problem in CS 05:28 From Customer Success to Customer Experience 07:03 Does CS Have a Future? 14:07 Solving Problems Upstream 17:20 Proactive Account Management 31:21 Risk Management That Works 39:53 Rethinking Customer Experience Teams 43:18 Where to Start and What to Prioritize   Links Connect with Parker Chase-Corwin: LinkedIn: https://www.linkedin.com/in/parkercorwin/ Website: https://www.xperiencealchemy.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 plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results.   In this episode, Alex Raymond explains why so many account plans fail to drive real impact and what to do instead. He introduces a framework: three customer goals, three key contacts, and three specific actions for the next 90 days. No fluff. No filler. Just a clear plan you can actually use.   Are you building your plan to impress your boss, or to deliver value your client will notice? Are you tracking assumptions, or asking the right questions?   If you’ve ever felt like your account plan was more theater than strategy, this episode will help you shift into something far more effective. Alex also shares details on the upcoming Account Planning Bootcamp inside the AMplify community, where you can dig deeper and start building plans that actually grow your accounts and your career. Learn more here: www.amplifyam.com/account-planning-bootcamp    Episode Breakdown: 00:00 Introduction 01:40 Why Most Account Plans Fail 10:41 What Is Dynamic Account Planning? 13:10 The Rule of Three Framework 30:35 Should You Share Your Plan with the Customer? 34:05 Making Your Plan a Living Document   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

Most account managers are chasing career growth, but few stop to ask whether their next opportunity might already be within reach.   Alex Raymond talks with Swati Garg, the founder and CEO of Melo Associates, about what hiring managers are prioritizing right now, and what many candidates are getting wrong. What skills actually stand out in a crowded field? How do you show you’re ready for more responsibility? And why are so many companies missing the mark by defaulting to external hires?   Swati shares what’s shifting in the job market, including the rising demand for strategic thinking, stronger negotiation chops, and real fluency with tools powered by AI. She also breaks down why internal promotions aren’t just cost-effective, they’re often the best way to keep top performers engaged and growing.   If you’ve been stuck thinking the only next step is people management, this episode offers a broader view. Swati talks through alternative paths like CS operations, enablement, and even product or marketing roles, reminding us that knowing your customer deeply is a competitive edge across teams. She also gives practical advice for anyone on the job hunt: be intentional, do your prep, and stop treating the interview like a one-way evaluation.   Whether you’re hiring or exploring your next move, this is a smart, honest look at how to grow your career without losing momentum.   Episode Breakdown: 00:00 Career Growth in Account Management 02:53 Current Job Market for Customer Success and Account Managers 05:10 Hiring Internally vs. Externally 07:39 The Importance of Internal Talent Retention 08:59 Evolving Roles in Customer Success 12:29 Must-Have Skills for Account Managers 16:05 The Importance of Business Acumen 17:42 Navigating Job Searches and Maintaining Morale 24:10 Career Progression Paths for Account Managers 28:00 Exploring Non-Linear Career Paths 30:30 The Role of Chief Customer Officer 33:09 Assessing Company Fit During Interviews 39:45 Words of Wisdom for Job Seekers   Links Connect with Swati Garg: LinkedIn: https://www.linkedin.com/in/swatigargmhrir/ Website: https://meloassociates.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

Securing Megadeals requires more than just a strong pitch. It demands a deep understanding of deal orchestration and stakeholder management.   In this episode, Bora Brännström, the co-founder of Megadeals Advisory, joins Alex Raymond to share insights on navigating the complexities of large, multi-million dollar contracts. Bora breaks down what makes a deal truly complex, from influencing decision-makers at every level to managing a web of cross-functional relationships. He points out a common challenge many companies face—rainmaker dependency—and how relying too heavily on a few key individuals can hinder growth, especially for scale-ups.   So how can account managers scale success in such a high-stakes environment? Bora points out the importance of proactively engaging with multiple stakeholders, leveraging internal references, and using targeted media to build trust across the organization. Can a systematic approach to deal orchestration be the key to driving consistent growth? Bora and Alex’s discussion offers strategies for anyone looking to step up their game in managing complex deals and building stronger relationships with key stakeholders.   Episode Breakdown: 00:00 Introduction  02:19 Defining Megadeals 04:44 Four Criteria of Complex Deals 07:03 Challenges in Scaling Sales Teams 10:13 Finite vs. Infinite Markets 14:45 Expanding Within Existing Accounts 17:31 Stakeholder Mapping 20:52 Ideal Stakeholder Map (ISM) 25:35 Accessing Key Decision Makers 30:40 Proactive Account Management 34:54 Actionable Steps for Account Managers 40:58 Building a System to Eliminate Rainmaker Dependency 43:40 Specialization and Support for Rainmakers   Links Connect with Bora Brännström: LinkedIn: https://www.linkedin.com/in/bora-br%C3%A4nnstr%C3%B6m-a193a9a/ Website: https://www.megadeals.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 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

Customer success teams are facing mounting pressure to prove their worth as organizations tighten budgets and shift priorities. Ed Powers, an expert in customer success and account management, joins Alex Raymond to discuss the challenges of reducing churn and demonstrating customer value in a way that resonates with decision-makers. Why do some customers leave while others stay and deepen their engagement? Ed points out the importance of understanding this dynamic and argues that true success lies in connecting day-to-day activities with tangible business outcomes.   The discussion also examines the evolving role of customer success, from bridging gaps in the customer journey to aligning efforts with revenue goals. Ed shares insights on measuring value and creating a compelling narrative that positions customer success teams as indispensable. This episode invites leaders to rethink their strategies and focus on what truly drives retention, loyalty, and long-term growth.   Quotes “What is the economic impact of building trust with a customer? Well, that has been very fuzzy. It’s a lot of hand-waving. There’s no real numbers that tie those two things together. And if you don’t have that, if you can’t kind of convincingly show that cause and effect, then they’re not going to put money into it, right? They’re going to take the easy way out, which is, well, just give them a quota number.” (07:17 | Ed Powers) “No one’s really paying attention to that customer’s experience of value, closing the gap between the expectation and the realization of that value. Nobody owns that. It just gets lost in all the silos.” (15:30 | Ed Powers) “When customers achieved a certain milestone, a certain value realization milestone, the odds of them renewing and expanding increased by a factor of five and a half times, five and a half times versus those who didn’t get there.” (39:30 | Ed Powers)  “Understand why your customers leave and why others stay and buy more. If you’re not crystal clear on that and you can’t quantify that, you’re lost already. Start with what is driving the behavior of your customers. That is the secret to everything.” (41:33 | Ed Powers)    Links Connect with Ed Powers: LinkedIn: https://www.linkedin.com/in/ed-powers-ab5315/ Website: https://se-partners.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

“Customer success is no longer just held accountable for adoption and NPS; CS teams now have to own a portion of the number, as we should,” says Maranda Dziekonski, the new VP of Customer Success at ID.me. In this episode, Maranda joins Alex Raymond to talk about the transformation of customer success into a strategic driver of revenue, providing insights on how CS teams can align their goals with executive priorities and board expectations.   From tracking customer success qualified leads to leveraging quarterly business reviews as more than just check-ins, Maranda explains how CS leaders can demonstrate tangible business impact. She shares strategies for identifying untapped value, creating effective ideal customer profiles, and helping teams document and achieve customer goals. How can CS leaders turn customer insights into a flywheel for growth? How can teams secure resources and prove the value of CS initiatives in a tight economic environment?   Join Alex and Maranda’s discussion as they share takeaways on how CS teams can evolve from reactive support to proactive growth partners, cementing their role as a vital part of modern business strategy.   Quotes “Customer success is no longer just held accountable for adoption and NPS; CS teams now have to own a portion of the number, as we should.” (04:37 | Maranda Dziekonski) “You have to earn the right to do that with your customers. You have to be solving for the problem statements that they’ve already invested in before you start looking for additional problem statements to solve for. And that’s the beautiful thing about customer success. When you do it right, you queue it up and it is a flywheel. It starts to get that momentum going and then it’s a no-brainer.” (19:17 | Maranda Dziekonski) “The business review really is us doing a report card together on how the relationship is going. Once upon a time, you had a problem. These were the problems that you identified we were going to solve together. Here’s how we’re doing.” (20:27 | Maranda Dziekonski)  “If you tie your teams to revenue outcomes within your organizations in the same way sales does, it becomes a formula, a mathematical equation that for every CSM, we can print this amount of renewals and this amount of upsells.” (33:52 | Maranda Dziekonski) “You have to look at your green space. How much available green space can you have? Make a projection on how much of that is actually real. How much of that can you actually help get across the finish line? What does the relationship between CS and sales look like in regards to getting that across the finish line, but tying yourself to a number, making it a mathematical equation rather than just a feel. That’s how you get a budget these days.” (34:19 | Maranda Dziekonski)   Links Connect with Maranda Dziekonski: LinkedIn: https://www.linkedin.com/in/marandaanndziekonski/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm