The Growth Department: How Account Management and Customer Success Become the Revenue Engine - Hardcover

by Alex Raymond (Author)

What if the part of your business you've been underfunding is actually where most of your profit comes from?

In most B2B companies, 70-80% of revenue comes from existing customers. Nearly all profit is earned after the first deal. Yet post-sale teams receive a fraction of the investment, attention, and strategic focus that goes into acquiring new logos. Sales gets systems. Marketing gets budgets. Post-sale gets told to "keep customers happy."

That model made sense when growth meant adding new customers. It doesn't anymore.

This book is written for people who already know how much Post-Sale matters. And suspect it could matter a lot more.

That includes Account Managers and Customer Success leaders who own revenue responsibility. Founders and executives responsible for retention, expansion, and long-term growth. CROs rethinking where growth actually comes from.

Most Account Managers operate without a map. No system.

Leadership can't explain what you do all day. You're measured on retention but not equipped for expansion. When something breaks, everyone notices. When you save an account, no one does. You've been figuring it out alone. That's not sustainable.

This book gives you a system: Keep, Grow, No Surprises. It gives you a method: the four disciplines behind every Account Manager who consistently expands revenue.

The book is organized in four parts:

• Part I makes the economic case. Why the math has changed. Why existing-customer revenue is where the real profit is. What the Account Management Tax is costing your company.
• Part II introduces Keep, Grow, No Surprises. What the job actually is, and what it isn't.
• Part III is The Growth Department Mindset: Solve Bigger Problems, Relentless Curiosity, Act Like an Owner, Protect Your Energy.
• Part IV is about building the department. How to lead, how to install the system, and how to make it stick.

If you've been building the system yourself because no one handed you one, this book was written for you.