ACCOUNT MANAGEMENT PLAYBOOK — FOR B2B SERVICE BUSINESSESS
Stop Losing Revenue From Clients You Already Have
✓ One-time payment ✓ PDF + 5 Figma templates ✓ Instant access
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.
70+
B2B eneterprise engagements across 15 countries
15
Frameworks, templates, and scorecards inside
30
Days from download to a working AM system
90%+
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
VS
$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
⭐️⭐️⭐️⭐️⭐️
"We had no idea 40% of our revenue was at risk until the assessment showed us. The framework is now part of our monthly operating rhythm."
Vlad Sokol
Founder 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.
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
🔒 Secure Stripe VISA MC AMEX ✓ 14-day refund ⚡ Instant download
14-day money-back guarantee. Not satisfied for any reason — email us within 14 days. Full refund, no questions asked.
The system to fix this already exists
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
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
⭐️⭐️⭐️⭐️⭐️
"We didn't know what we didn't know. The health scoring model alone changed how our leadership team thinks about client relationships."
Andrew Efrem
Head 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
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.
From download to a working AM system
THREE STEPS
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.
Score your current function
1
Tier your client portfolio. Complete ADPs for your top 3–5 accounts. Set up the RACI. Most teams finish in 2–3 focused sessions.
Build your Account Development Plans
2
Replace your next status call with a strategic business review. Then revisit the health score model monthly and adjust cadences by tier.
Run your first real QBR
3
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
GET THE PLAYBOOK
One playbook - complete foundation
Pre-launch offer
AM Excellence Playbook
$99 $29
One-time payment · Instant access
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
🔒 Secure Stripe VISA MC AMEX ✓ 14-day refund ⚡ Instant download
14-day money-back guarantee. Not satisfied for any reason — email us within 14 days. Full refund, no questions asked.
GET THE PLAYBOOK
One playbook - complete foundation
Founding Member Price
AM Excellence Playbook
$99 $29
One-time payment · Instant access
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
14-day money-back guarantee. If you work through the Playbook and it does not give you a clear picture of what to fix and how to fix it, email us, and we will refund you.
QUESTIONS
Frequently asked
Is this useful if I have no account manager yet?
Yes, most companies buy this playbook because they are starting from scratch. It covers how to define the AM role, what to give a new AM on day one, and how to build the function. The 90-day onboarding plan is specifically for companies hiring their first account manager.
Can my team implement this without external help?
Yes. Every framework has instructions, examples, and an editable template. If you want validation, we offer an AM Diagnostic Package, up to three advisory sessions where a Wiseboard specialist reviews your situation and gives you a prioritised 90-day roadmap. Let's talk and see if it's for you (free of charge).
Is this relevant for project-based work, not retainers?
Yes. Most of the IT companies these frameworks were built with sell project-based engagements. The principles apply equally, the adjustment is cadence, not framework.
We are 15–30 people. Is this too advanced?
The frameworks scale down. At 15–30 people, you likely have 5–20 active clients. The segmentation, stakeholder maps, and ADP template will take hours, not weeks. Many of our best outcomes came from companies at exactly this size.
How is this different from generic AM resources online?
Built from the ground up for IT services and software development companies. Every framework was stress-tested across 70+ real engagements where advisors were inside the business implementing it, not adapted from SaaS or enterprise sales.
I run a digital agency, not an IT company. Does this apply to me?
Yes. The AM problems this playbook solves — founder dependency, no account plans, AM doing project coordination instead of commercial development, churn without warning — are identical across IT companies, digital agencies, PR firms, consulting practices, and any B2B service business with recurring clients. The proof in the playbook comes from IT companies because that is where our advisors have run the most engagements. The frameworks themselves are service-business agnostic. If you have B2B clients who pay you recurring or repeat fees, this system applies.
Why is this $29 if the consulting engagements cost $10–20K?
When Wiseboard runs a Growth Office engagement, an advisor sits inside your business for 6–12 months — diagnosing your specific situation, running team sessions, adapting frameworks to your context, and managing implementation. That hands-on work is what the $10–20K covers. The playbook gives you the same methodology in a format you implement yourself. If at any point you want an advisor to review your progress or prioritise next steps, we offer an AM Diagnostic for that — ask about it by replying to your receipt email.
What exactly do I get after payment?
Immediately after payment you receive an email with download links for: the PDF playbook (15+ pages), 5 editable Figma templates, the AM Function Scorecard, and the QBR checklist. Everything is delivered to the email you enter at checkout within 2 minutes. If it is not there, check spam — or email em.draobesiw%40sseccus and we will resend.
What if it does not work for my company?
14-day money-back guarantee. Not satisfied for any reason — email em.draobesiw%40sseccus within 14 days. Full refund, no questions asked. We have made this unconditional because we are confident in the frameworks. At $29, the risk is entirely on us.
I didn't receive my playbook. What should I do?
Check your spam and promotions folders first. Delivery emails occasionally land there, especially if it's your first time receiving from us.If it's not there, email em.draobesiw%40sseccus with the email address you used at checkout and we'll resend everything within a few hours.