Customer Success isn’t what it used to be and that’s a good thing.
In this episode of The Growth Signal, host Alyssa Nolte sits down with Chad Horenfeldt to unpack how the best CSMs are evolving their approach. From ditching the “firefighter” mentality to mastering internal politics and asking tougher questions, Chad reveals the mindset shifts and practical habits that separate strategic CS leaders from the rest.
If you’re still leading with adoption metrics and hoping for renewals, you’re already behind. Chad shares how top-performing teams build trust, deliver real business value, and create space for meaningful customer conversations...without relying on decks or feature dumps.
Whether you lead a CS org or you’re rethinking your own role, this episode will make you better.
About Chad Horenfeldt:
Chad is an award-winning customer success leader with 20+ years of experience in the CS field. Chad started his journey as a CSM on the front lines and then moved into building, developing, and leading high-performing customer success teams at high-growth companies. His track record includes playing an integral part as a CS leader in two successful exits: Eloqua (IPO and then acquired by Oracle for $1 billion) and Kustomer (acquired by Meta). Chad is currently the VP of Customer Success at Siena AI and is the author of the soon to be released book, The Strategic Customer Success Manager: A Blueprint for Elevating Your Impact and Advancing Your Career.
Key Takeaways:
- Trust + Value = Impact – Strategic CSMs don’t just drive product adoption - they build trusted relationships and tie their work to real business outcomes.
- Your Internal Influence Matters – Top CSMs know how to navigate internal politics, collaborate cross-functionally, and advocate for customer needs without burning bridges.
- Stop Reporting, Start Advising – Customers don’t need another usage recap. They need strategic guidance delivered through thoughtful questions, honest conversations, and forward-looking planning.
Key Moments:
00:00 Introduction and Welcome
00:35 Hot Take: The Changing Role of CSM
01:19 Strategic vs. Helper CSM
05:14 Skills for Modern CSMs
06:32 Building Internal Relationships
08:23 Leveraging Technology and AI
17:30 Strategic Checkpoints vs. QBRs
20:40 Balancing Short-term and Long-term Goals
22:29 Asking the Right Questions
25:43 The Trust-Value Relationship
29:56 Closing Remarks and Contact Information
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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.
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