Customer Success Talks Strategic Customer Success: How CSMs Win Trust & Influence Action | Chad Horenfeldt
Oct 29, 2025
Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager, shares insights from his 20 years in SaaS. He emphasizes the importance of building trust and becoming a strategic advisor rather than just a problem-solver. Discover how AI tools can streamline preparation and the significance of clear agendas in meetings. Chad also reveals the SOON Funnel technique for collaborative success, and he highlights essential skills like growth mindset and business acumen for CSMs aspiring to advance their careers.
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Trust And Value Are Mutually Reinforcing
- Customer success rests on two pillars: trust and value, which reinforce each other.
- Without trust customers won't listen, and without value trust won't sustain.
Open With Confident Introductions
- Create a confident, experience-focused intro and avoid immediately mentioning you're new at the company.
- Be truthful if asked about tenure but never lead with weaknesses that undermine trust.
Use A Confidence Check To Secure Buy-In
- Ask a confidence rating (1–10) about proceeding and follow up with 'why not lower' to surface true readiness.
- Use that gut-check to reveal obstacles and increase the chance customers will follow through.
