Most account managers know how to follow up, but follow through is what separates someone who manages deals from someone who builds real partnerships.

Bill Senese, Senior Strategic Adoption Manager at Amazon Business and author of “The Book on That: B2B Account Management,” shares the skills that actually move the needle - listening that uncovers what clients aren’t saying out loud, curiosity that opens the door to better discovery, and the kind of resourcefulness that helps you handle tough questions in real time.

Bill talks about the difference between persistence and pushiness, how to turn a QBR into a true conversation, and why creativity matters when a customer’s situation doesn’t fit the standard playbook. What happens when you stop relying on polished decks and start facilitating instead? How do you shift from “getting through” a meeting to creating space for real dialogue? Bill also explains why he wrote the book he wished he had early in his career - a guide meant for anyone who wants to take account management seriously, whether you’re just starting out or years into the role.

If you’ve ever asked yourself whether you’re actually earning trust or just chasing signatures, this episode gives you a sharper lens and a set of tools to help you answer that question with confidence.

Episode Breakdown:

00:00 The Hidden Challenges of Account Management

01:50 Core Skills Every Account Manager Needs

07:18 Inspiration and Writing Process for the Book

09:41 Handling Objections with Creativity and Trust

11:05 The Power of Resourcefulness and Follow Through

13:02 Follow Up vs. Follow Through

14:25 Account Manager as Quarterback for Customer Success

16:24 Rapid Learning as a Competitive Edge

18:11 Who the Book Is For and How to Use It

Connect with Bill Senese:

LinkedIn

The Book on That: B2B Account Management

Connect with Alex Raymond:

LinkedIn

AMplify

Podcast production and show notes provided by HiveCast.fm

Customer success used to thrive on easy capital and organic expansion. But in today’s market, that model is running out of runway. If CS isn’t tied to revenue, it’s on borrowed time. In this episode, Justin Strackany - employee #1 at SecureLink who scaled the company to $50M ARR and three exits - makes the case for why post-sales must evolve into a true growth function. He and Alex Raymond discuss what it means to measure CS on NRR, how to split roles between AMs and CSMs, and why strategic account management is the skill that will separate survivors from those left behind.

From AI-enabled automation of low-value accounts, to white-space scoring and executive sponsorship for top-tier customers, Justin shares the playbook he used to turn customer success into a revenue engine. He also outlines what companies must change in their org design, hiring, and training if they want CS to remain relevant.

For account managers and CS leaders, this conversation is both a warning and a roadmap: adapt your skills, claim revenue, and redefine your role, or risk becoming obsolete.

Episode Breakdown:

00:00 Why Account Managers Drive Business Growth

02:00 Should Customer Success Own Revenue?

06:22 Why CSMs Resist Revenue Accountability

10:27 The Future of CS and Account Management in the AI Era

12:23 Scaling SecureLink from Startup to $50M ARR

18:26 Lessons from Private Equity on NRR and Growth

25:48 Strategic Account Management in the Age of AI

32:05 Redefining CS and AM as the Growth Department

39:31 Roadmap for CSMs to Stay Relevant

Connect with Justin Strackany:

LinkedIn

GTM.Consulting

Connect with Alex Raymond:

LinkedIn

AMplify

Podcast production and show notes provided by HiveCast.fm

Negotiation doesn’t have to feel like a hostage scene. In this episode, Alex Raymond sits down with Todd Caponi, sales expert and author of the upcoming book “Four Levers Negotiating,” to reframe how account managers approach renewals and upsells. Introducing his “Four Levers” framework (volume, timing of cash, length of commitment, and deal predictability), Todd explains how anchoring conversations on these drivers creates a sound basis for pricing. The result: fewer discounts, stronger margins, and more trust with customers.

This episode touches on the mindset shifts account managers need to make, from avoiding “easy gives” that erode credibility to introducing small amounts of friction that increase customer commitment. They also cover strategies for coaching champions to negotiate internally and how to stay consistent when procurement enters the process. By practicing these techniques, account managers can protect revenue, build stronger business relationships, and reduce the stress that comes with last-minute concessions.

Episode Breakdown:

00:00 Negotiation Doesn’t Have to Be a Hostage Scene

01:18 The Four Levers Framework

03:58 Why Traditional Tactics Fail and Erode Trust

05:14 Establishing a Sound Basis for Pricing

06:59 Trade on Value, Not Price (Timing, Scope, Terms, Payment)

10:21 Stop the “Easy Gives” That Invite More Concessions

12:54 When to Introduce the Timing Lever

15:06 Coach Your Champion to Negotiate Internally

19:30 Handling Procurement Without Losing Margin

24:53 Non-Monetary Tradeoffs That Protect Profit

28:38 Consistent Pricing and Better Forecast Accuracy

31:55 Action Steps: Start Using the Four Levers

Connect with Todd Caponi:

Visit Todd’s Website

LinkedIn

Connect with Alex Raymond:

Visit AMplify

LinkedIn

Podcast production and show notes provided by HiveCast.fm