Maranda Dziekonski, the new VP of Customer Success at ID.me, 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.

How can account managers and customer success teams become true drivers of growth in today’s competitive, profit-focused landscape? In this episode, Rod Cherkas joins Alex Raymond to share insights into his REACH Framework, a structured approach to uncovering expansion opportunities, building stronger customer relationships, and delivering consistent value.

In this episode, Shakeel Bharmal of The Summit Group shares how third box thinking can transform account management by reframing how we see our customers. Are we truly understanding their challenges, or are we just focused on pushing our own goals? Shakeel argues that meaningful growth starts with empathy—seeing the world through the lens of the customer’s customer.

In this episode, James Hidden, who’s a seasoned account management leader and former managing director at Ogilvy, joins Alex Raymond to share how the best account managers navigate client relationships and agency dynamics.

Most account plans fail not because they lack detail, but because they fall short as tools for proactive, strategic partnership. In this episode, Alex Raymond challenges account managers to rethink their approach to account planning.

Bob London, the creator of the Radically Authentic Discovery Method, joins Alex Raymond in this episode and challenges account managers to rethink how they approach client relationships.

Blind spots in customer understanding can hold companies back, but customer advisory boards offer a way to uncover them and strengthen strategic accounts. Alex Raymond is joined by Betsy Westhafer, the CEO of the Congruity Group, to discuss how CABs reveal gaps in customer knowledge that companies often miss.

In this episode, host Alex Raymond uncovers four common missteps regarding Quarterly Business Reviews and how to make them forward-looking.

In this episode, Andy Springer, Chief Client Officer at RAIN Group joins Alex Raymond to talk about the game-changing power of focusing on fewer, high-potential accounts.