Most companies have no real strategy for what happens after the deal closes, and this episode makes it clear why post-sales growth is still the most underutilized advantage in B2B.

Alex Raymond is joined by Craig Rosenberg, the Chief Platform Officer at Scale Venture Partners and the co-host of The Transaction, for a conversation about why account management continues to be under-resourced, undertrained, and underleveraged despite its direct impact on retention, expansion, and long-term revenue. Drawing from decades of experience at TOPO, Gartner, and Scale, Craig argues that account managers are often better at identifying customer value than net new sellers, yet they’re rarely given the tools, frameworks, or recognition to lead.

Together, Alex and Craig unpack the org design problems that keep post-sales teams sidelined, from confusing leadership structures and weak handoffs to misaligned incentives and the CRO’s disproportionate focus on net new revenue. They explore the potential of pod-based teams, examine the evolving role of the Chief Customer Officer, and make the case for a new revenue structure centered on an SVP of Growth.

Craig also shares his take on how AI is rapidly reshaping go-to-market roles and why account managers need to start “talking to the machines” to stay ahead. Plus, Alex previews AMplify 10x Growth System, a bold new framework designed to help AMs think bigger, act like owners, and drive exponential growth from existing customers.

Episode Breakdown:

00:00 Introduction to Account Management Secrets

01:19 Why Post-Sales Growth Is Still Overlooked

05:59 The Sales vs. Account Management Investment Gap

09:42 How Pod Structures Improve Retention and Expansion

13:25 The Problem with the Chief Customer Officer Role

15:04 Rethinking Org Design: The Case for an SVP of Growth

25:13 What Boards and Investors Actually Care About

32:13 Why Account Management Needs Its Own Playbook

38:14 The Amplify 10x Growth System Explained

42:48 How AI Is Reshaping Account Management Today

Links

Connect with Craig Rosenberg:

LinkedIn: https://www.linkedin.com/in/craigrosenberg/

https://www.gartner.com/en/topo-now-gartner

https://www.scalevp.com/team/craig-rosenberg/

https://thetransaction.substack.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Too many account managers confuse being liked with being effective and it’s costing them renewals, influence, and growth. Chad Horenfeldt, the VP of Customer Success at Siena AI and author of “The Strategic Customer Success Manager,” joins Alex Raymond to talk about the people-pleaser trap and how to break out of it. They unpack the four identity traps that keep account managers stuck in reactive mode: the firefighter, entertainer, fixer, and waiter, and why those well-meaning habits quietly erode trust and impact.

Chad shares tactical frameworks like motivational interviewing and radical customer candor, showing how curiosity, preparation, and self-awareness can lead to better business outcomes, stronger client relationships, and more personal wellbeing on the job.

If you’ve ever walked away from a “great” client meeting only to lose the account later, Alex and Chad’s conversation will help you rethink your role and lead more strategically in today’s fast-moving world of entrepreneurship and customer success.

Episode Breakdown:

00:00 The People Pleaser Trap in Account Management

04:02 Why Being Helpful Doesn’t Prevent Churn

06:06 Identity Traps: Firefighter, Waiter, Fixer, Entertainer

12:23 How to Build Trust and Lead with Confidence

20:25 Motivational Interviewing Techniques for Client Conversations

24:41 Disruptive Questions That Shift Client Mindsets

31:34 Practicing Radical Customer Candor

36:26 Building Stronger Client Relationships Through Strategic Disclosure

41:19 Small Shifts That Lead to Long-Term Growth

Links

Connect with Chad Horenfeldt:

LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

Website: https://www.strategiccustomersuccess.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Too many account managers are stuck in reactive mode—waiting on problems, answering tickets, and playing support—while the real opportunity sits untapped: driving strategic growth.

In this episode, Alex Raymond is joined by author and sales strategist Anthony Iannarino to unpack what’s broken in post-sales and what needs to change. Their conversation challenges the status quo of account management and lays out a new path, one where AMs act less like order takers and more like strategic guides who know how to lead.

Anthony introduces the concept of being “one-up”, bringing enough experience and insight to teach clients how to make better decisions. He explains why the age of AI will punish passivity and reward value creation, and why account managers who stay stuck in the admin zone are putting themselves at risk.

Whether you're managing a $10M portfolio or just trying to prove your value internally, this episode will push you to rethink how you show up. Because in 2025, the winning account managers won’t be the ones who play it safe, they’ll be the ones who lead.

Episode Breakdown:

00:00 Introduction

01:30 Why Post-Sales Is Broken

05:14 AI Will Punish Passive Account Managers

08:05 What It Means to Be “One-Up”

09:20 Raising the Floor for Real Growth

11:22 What Creating Value Actually Looks Like

15:23 Why Relationships Still Drive Revenue

20:18 The AI Impact on Account Management Teams

22:29 The Missed Opportunity in Post-Sales Investment

27:23 How Sales and Buying Committees Have Changed

33:23 Final Advice: Elevate or Get Replaced

Links

Connect with Anthony Iannarino:

LinkedIn: https://www.linkedin.com/in/iannarino/

Website: https://www.thesalesblog.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm