Today on the show, we have Alex Raymond, founder of AMplify and author of The Growth Department, a book reframing how post-sales teams think about their role inside B2B companies.
In this episode, we dig into why customer success and account management are in an identity crisis — and why the answer lies in orienting the entire function around one core purpose: helping the company win.
We explore the “keep, grow, no surprises” framework, how NRR as a North Star metric can align sales and CS around shared incentives, and why consolidating all revenue under a true CRO is becoming a more common org design move.
We discuss the confidence gap in CS teams when it comes to commercial conversations, why over-indexing on relationships is one of the most common mistakes in post-sales, and why parachuting an AE back in at renewal is a poor experience for the customer — and for the team.
Finally, we tackle the economics hiding in plain sight: why 100% of a company’s profits come from existing customers, how resource allocation between new business and existing accounts is wildly mismatched, and why the language CS and account management professionals use to describe their work has a direct impact on their standing inside the business.
