Joshua Nelson argues account managers should drive growth, not just retention. Pay them for increasing customer MRR and landing testimonials, case studies, and referrals. This alignment turns support teams into revenue engines.
I think when it comes to your account management team, most of us just think they're customer support or they're client retention and that's it. Let's keep those clients. You want to incentivize your account managers not just to try and retain the client, but to increase the value of every client. So if they're paying you $2,000, how can they increase that? And then also their main objective isn't just to retain the client, it's to get the client such a great result that they'd be happy to be a client case study. They'd be happy to refer you to others. And so we like to incentivize our account management team to say, look, your main job is to get that testimonial, to get that case study. And so we give them a bonus. Based on that activity. We give them a bonus based on referrals that they're able to extract from their client base. And of course, they are incentivized to increase the average MRR on their book of business.
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