Serve, Retain, Sell: How Account Management Builds Revenue Leaders
Account managers who want a seat at the executive table need to master the art of growing revenue by owning client relationships, not just managing them. Alex Raymond and Mike Rapp, Chief Revenue Officer at IntelePeer, talk through what it takes to make that leap. Mike shares how his early career in project management shaped the way he builds trust with customers and why that perspective became a cornerstone of his leadership. He explains how account managers are often the ones closest to the reality of a customer’s experience and how that proximity is a strategic advantage if you know how to use it.
You’ll hear Mike unpack the difference between landing a new client and expanding an existing one. Which is harder? Which actually drives sustainable growth? He also shares a mantra from his VP of Account Management, Samantha Gott: “Serve, Retain, Sell.” It’s a simple reminder that upsells and expansions only happen when you’ve done the work of earning trust first.
Mike reflects on the habits that separate great account managers from average ones. Are you consistently building relationships up the chain? Do you have a real account plan, or are you hoping good intentions will get you there? He talks about the trap of chasing new product launches while overlooking the basics that keep customers happy and how that imbalance quietly erodes retention over time.
Mike’s advice is simple: break out of your silo, pay attention to how sales, delivery, and customer success connect, and be the person who shows up with solutions before anyone asks for them.
Episode Breakdown:
00:00 Mike Rapp, CRO at IntelePeer
01:51 Mike Rapp’s Career Path from Project Manager to CRO
05:01 Why Retention is the Lifeblood of SaaS Growth
09:03 New Logo Selling vs. Account Management Reality
14:21 Using Metrics and Data to Drive Account Strategy
17:00 Breaking Through Customer Perceptions with New Products
20:30 The “Serve, Retain, Sell” Mantra Explained
24:56 Non-Negotiables for High-Performing Account Managers
32:55 How to Truly Know Your Customer and Build Trust
36:14 Measuring Account Manager Success: What Really Matters
38:05 Mike Rapp’s Advice for Aspiring CROs
Connect with Mike Rapp:
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