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, 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.

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.

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.

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.

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.

Dave Jackson, a coach and author, 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.

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.

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.