Account management playbook — for B2B service businessess

Stop Losing Revenue From Clients You Already Have

One-time payment
PDF + 5 Figma templates
Instant access

25 Founders used the playbook

Every framework was stress-tested across 20+ service company engagements, IT outsourcing firms, digital agencies, and B2B consultancies, each one a 6–12 month, $10–20K transformation. The methodology that cost those companies thousands is now in one document for $29.

B2B eneterprise engagements across 15 countries

Frameworks, templates, and scorecards inside

Days from download to a working AM system

Client retention with structured health scoring in place

$10–20K of consulting work, 6–12 months per company, 20+ engagements, all condensed into one document

Building a working AM function from scratch inside a B2B service business takes 6–12 months with an embedded advisor. The cost of a Wiseboard Growth Office engagement to do this runs $10–20K. The engagements spanned IT outsourcing companies, digital agencies, and B2B service firms. Every framework, template, scoring model, and operating cadence was refined across those engagements, until the methodology was clear enough to hand to any service business and get consistent results.

$10–20K

Cost of consulting to build an AM function from scratch inside your company

6–12 months · Embedded advisor · Custom implementation

$29

The exact same frameworks, templates, and operating logic, in a form you implement yourself

Instant download · 15+ pages · 5 Figma templates · 14-day guarantee

The difference: With an engagement, a Wiseboard advisor sits inside your business and runs the implementation.
With the playbook, you follow the same methodology independently. The frameworks are identical. The price is 350–700× less.

Vlad SokolFounder and CEO at Academy Smart

The problem

Your account management is costing you money you do not know you are losing

Most B2B service businesses deliver solid work. The gap is not quality, it's that nobody owns the commercial relationship, and there is no system to grow it. This is true whether you run an IT company, a digital agency, or a consulting firm.

A 100-person service business with $4M revenue losing just 1 enterprise account per year loses an average of $200–400K in revenue. That account was never at risk of going to a competitor. It was lost to the absence of a system. This playbook costs $29.

Download free AM assessment to find your at-risk accounts

The founder is the relationship
Renewals depend on you being in the room. When you step back, accounts go quiet. Nothing moves without your involvement.
No plan for your biggest clients
Your top 3 accounts generate half your revenue, and none of them have a written account plan, a stakeholder map, or a next-step beyond the current sprint.
AM is doing delivery coordination
Status calls, ticket updates, sprint reviews. Nobody is having a commercial conversation. Your "account manager" is a project manager with a different title.
Whitespace nobody is developing
Your clients could spend 2–3× more with you. The opportunity exists. The process to find it doesn't.
Churn signals arrive too late
By the time scope reduces or an RFP lands, the decision was already made three months ago, and you had no visibility.
Every new hire starts from zero
There is no playbook, no onboarding plan, no framework for a new AM to follow. Knowledge lives in one person's head. Every departure costs you months of context.

Real company case · Artkai · FinTech Services · 120 employees

At Artkai, 40% of revenue was at risk from unmanaged enterprise accounts — and nobody inside the business had visibility of it. The revenue was not being lost to competitors. It was being lost to the absence of a system. Once the system was in place, 10 upsell opportunities surfaced without signing a single new client.

Value in context

$29 vs. the cost of not having this system

Every month without a working AM system has a cost. Here is what the math looks like for a typical 80–150 person IT company.

$10–20K: Cost of a Wiseboard Growth Office engagement to build an AM function from scratch - 6–12 months, embedded advisor, same frameworks
$200K+ : Average revenue lost when one enterprise account churns silently, that a working health score would have flagged 90 days earlier
$50–80K: Expansion revenue missed per year in accounts with no active development plan
$15K+ : Cost of hiring, onboarding, and losing one AM who had no playbook or onboarding structure to follow
$29: The complete AM operating system. Same methodology. Implement it yourself. One-time. Instant access. 14-day guarantee.

AM Excellence Playbook

~~$99~~ $29

Complete 15+ page AM operating playbook (PDF)
5 editable Figma templates
AM Function Scorecard with benchmark targets
NPS and CSAT implementation frameworks
QBR checklist and business review structure

Get the Playbook — $29

Secure Stripe VISA MC AMEX14-day refundInstant download

14-day money-back guarantee. Not satisfied for any reason — email us within 14 days. Full refund, no questions asked.

What's inside

A complete operating system for account management

The complete Playbook covers the full foundation: roles, metrics, governance cadences, health scoring, and the Account Development Plan. Every section includes the specific frameworks, templates, and decision criteria your team can implement immediately. Not theory — the exact materials our advisors use on the ground inside real IT companies.

Foundation and Strategic Clarity

The exact difference between AM, Sales, and Customer Success, and why blurring this costs you growth

The annual account lifecycle with timing and milestones

Governance cadences by account tier

What a great internal account review actually covers

The AM Operating Model

RACI matrix: who owns what between AM, Delivery, CS, and Sales

Competency framework for hiring and evaluating account managers

90-day onboarding plan for a new AM joining your team

The profile of a high-performing AM in an IT services business

Metrics, Health Scoring and CRM

The metrics that actually predict churn, not the ones that feel good

NPS and CSAT implementation guide with follow-up workflows

The minimum viable CRM fields and automations for an AM function

The Account Development Plan

The full ADP template used with 70+ IT companies

How to build a stakeholder map and influence grid

The Mutual Success Plan that turns QBRs into growth conversations

A SWOT framework specific to your relationship with each account

Maturity Model and Improvement Habits

A four-level AM maturity model to assess where you are today

The leadership habits that separate companies that implement this from companies that do not

The quarterly review template for ongoing improvement

Bonus: The AM Function Scorecard

Pre-filled benchmark targets for GRR, NRR, pipeline generation, and executive coverage
Interpretation guide: what each metric means and what to do when it turns red
The Instrumented Account checklist for zero internal churn surprises

AM Excellence Playbook: the cover and its pages

Ready to build the system?

$29 one-time · Instant download · 14-day guarantee

Get the Playbook — $29

Andrew EfremHead of Partnerships at Artkai

Inside the playbook

Here is what you are getting

15+ pages of a deep dive into Account Management. Every framework comes with an explanation, an example, and an editable Figma template

AM Excellence Playbook: Foundation and Strategic Clarity

Proof it works

Outcomes from companies that implemented these frameworks with advisors

The frameworks in this playbook are the same ones our advisors used on the ground inside real IT companies. These are the results they produced

These results were produced through Wiseboard engagements — $10–20K, 6–12 month embedded consulting programs. The playbook contains the exact same frameworks, templates, and operating logic our advisors use on the ground. You are getting the methodology that produced these outcomes in a form you can implement yourself — for $29 instead of $10–20K.

Get the Playbook — $29

Three steps

From download to a working AM system

1
Score your current function
Open page 12. Run the AM Maturity Assessment with your leadership team. It takes 30 minutes. You will know exactly where your gaps are and where to start.
2
Build your Account Development Plans
Tier your client portfolio. Complete ADPs for your top 3–5 accounts. Set up the RACI. Most teams finish in 2–3 focused sessions.
3
Run your first real QBR
Replace your next status call with a strategic business review. Then revisit the health score model monthly and adjust cadences by tier.

A team working through a plan at a whiteboard

Who it's for

This playbook is written for a specific type of company

This is for you if…

You run a B2B Agency, IT outsourcing, software development, or digital services company
You have 50–250 employees and existing clients with recurring revenue
You know there is more revenue in existing accounts but have no system to develop it
AM is handled by delivery leads, project managers, or the founder
You want to stop being the only person who knows your top clients
You want to hire or train an AM and need the operating framework for day one
You have had clients reduce scope or leave without clear warning

This is not for you if…

You have fewer than 3 active clients, relationship depth matters more at that stage
You sell one-time project work with no repeat business expectation
You already have a functioning AM team with ADPs, health scoring, and QBR cadences
Looking for a sales methodology for new business — this covers existing accounts only

Built by practitioners

Written by advisors who have built this inside real IT companies

These frameworks were built through embedded engagements, implementing, testing, and refining what actually changes revenue outcomes

Ola Klok
Customer Success Director, South-West Europe, ELEKS, AM Advisor
16+ years across pre-sales, account management, and client growth. Has spent 10 years driving Customer Success at ELEKS, managing a portfolio of multi-million-dollar enterprise accounts across Pharma, HealthTech, and FinTech in North America, the UK, Asia, and the EU. Led the establishment of ELEKS's Swiss business unit from scratch during COVID-19.
Ann Zherdel
Senior Director, Account Management, EPAM
10+ years managing enterprise accounts at EPAM and Yalantis. Has personally overseen a portfolio of $60M+ in client revenue. The ADP templates and QBR frameworks in this playbook reflect her current working methodology.
Den Rudenko
CEO, Yalantis
15+ years in IT services. Helped scale Yalantis from 120 to 500 people in six years, driving approximately 40% annual growth. The health scoring and governance cadence frameworks in this playbook come directly from his delivery and AM practice.
Zhanna Maksiutenko
Account Director, Yalantis
14 years building and running client relationships at Yalantis. Specialises in the commercial layer of account management: expansion conversations, stakeholder development, and moving IT companies from vendor to partner positioning.

About Wiseboard

Business transformation accelerator for B2B agencies and IT service businesses. We help companies overcome systemic growth blockers through structured, goal-oriented engagements led by vetted industry experts.

Trusted by 70+leading companies