The Daily Standup Under the gun | Chad Horenfeldt
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Jun 26, 2025 
Chad Horenfeldt, VP of Customer Success at Sienna AI and author of 'The Strategic Customer Success Manager', shares insights on the pressures faced by customer success managers today. He discusses his upcoming book, filled with valuable strategies and humorous anecdotes. Chad emphasizes the importance of navigating workplace dynamics, understanding business contexts, and effective communication in enhancing customer relationships. He also highlights how AI tools can transform customer success from traditional support roles into strategic partnerships.
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CSMs Under Pressure Need Support
- Customer Success Managers (CSMs) face increasing pressure and lack adequate training and tools.
- Writing a book to share practical guidance can help CSMs navigate their challenges better.
Be Strategic Beyond Product Focus
- Shift from product focus to understanding the customer's business and outcomes.
- Be both customer- and company-centric to build internal influence and career longevity.
Execution Over Meetings Alone
- Effective execution matters more than just holding good meetings with clients.
- Use frameworks like AORS and motivational interviewing to influence customer action and improve conversations.