Strategic account management

The challenge

Account growth was uneven, and expansion opportunities were easy to miss when work lived in ad hoc notes and inbox threads instead of shared systems.

The solution

Built a disciplined account rhythm: clearer ownership, lightweight health signals, and structured follow-through so renewals and expansion conversations were proactive instead of purely reactive.

Results

• Strong retention alongside meaningful account growth during a high-change period
• More consistent visibility into account health for leadership and delivery teams
• Cleaner handoffs between sales, success, and product when customer needs shifted
• Repeatable playbooks for onboarding new account managers without reinventing the wheel

Tools and stack

Salesforce, HubSpot, Python, Tableau, Zapier, Slack

What made it stick

• Account health scoring with actionable alerts
• Milestone tracking tied to real customer outcomes
• Reporting leadership could trust for forecasting conversations