In this discussion, Chad Horenfeldt, VP of Customer Success at Siena AI and author with two decades of experience, dives into the revolutionary shifts in customer success management. He emphasizes moving beyond simply monitoring adoption metrics to building genuine relationships and delivering real value. Chad shares insights on strategic approaches, asking tougher questions for deeper client conversations, and overcoming the 'firefighter' mentality. His focus on trust and the importance of aligning customer goals with company objectives showcases how top CSMs can truly excel.
30:35
forum Ask episode
web_stories AI Snips
view_agenda Chapters
menu_book Books
auto_awesome Transcript
info_circle Episode notes
insights INSIGHT
CSM Role Transformation
The CSM role has shifted from a reactive helper to a strategic partner focused on business outcomes.
Successful CSMs balance customer focus with deep understanding of their company's broader goals.
insights INSIGHT
Think Like A Politician
Expanding a CSM's perspective to act like a politician helps prioritize customer features based on enterprise-wide impact.
Treating customers as heroes with clear goals improves meeting focus and strategic conversations.
volunteer_activism ADVICE
Collaborate Internally for Innovation
Build relationships across internal teams by offering help and understanding their challenges.
Leverage colleagues' knowledge to innovate, especially using AI, rather than viewing others as obstacles.
Get the Snipd Podcast app to discover more snips from this episode
A Blueprint for Elevating Your Impact and Escalating Your Career
Chad Horenfeldt
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
The Growth Signal 