Why do “healthy” accounts still churn? Because sentiment is not the same as quantifying customer value. Alex Raymond speaks with Nakul Kadaba, Manager, Technical Account Management and Head of Retention at ServiceNow, about a problem many account teams know too well

On Account Management Secrets, host Alex Raymond talks with Lori Bartle, author and advisor at Cultivagency, about why agency account management needs a clearer mandate and why account leadership should be treated as a growth function, not a coordination function.

On Account Management Secrets, host Alex Raymond sits down with Jennifer Pinter, Fractional Customer Success Leader and Expert in Account Management to break down what proactive account management actually requires when you want stronger retention, cleaner expansion paths, and more credibility inside the business.

What does government account management look like when your customer is a city, county, or state agency? In this episode of Account Management Secrets, Alex Raymond sits down with Benjamin Stidham, VP of Account Management at CivicPlus, to unpack why government account management requires a different mindset than traditional SaaS roles and what it takes to succeed in this environment.

In this episode, Alex Raymond talks with Julio Franco of Zappi about how strong account teams stop acting like vendors and start acting like business partners.

Alex Raymond talks with Chris Deren, Founder and CEO at ClarityCX1, about what pharmaceutical key account management requires inside large organizations where short-term sales pressure often works against long-term account growth.

In this episode, Alex Raymond and Gillian Core, Global Chief Customer Officer at 360Learning, examine what the Chief Customer Officer role actually demands when B2B SaaS revenue growth is on the line.

Forecast accuracy is the fastest way for a post-sales team to earn trust or lose it with leadership. In this episode, Alex Raymond sits down with John Huber, Founder and Principal CS Consultant at Customer Success Architects, to break down what drives forecast accuracy when executives expect predictable revenue from existing accounts.

The recurring revenue model is comforting. Contracts renew. Revenue repeats. Forecasts look stable. But that assumption hides risk. When renewals are treated as automatic rather than earned, blind spots form. A strong customer retention strategy requires more than waiting for renewal dates. It demands clarity around outcomes, proactive engagement, and a disciplined post-sales process that makes value visible long before a contract is up. That is where the idea of value before revenue becomes transformative. In his book, The Growth Department, Alex Raymond explains that revenue is not something you chase. It is something that follows documented results.