The Growth Signal

What Top CSMs Know That You Don’t (Yet) with Chad Horenfeldt

Jun 11, 2025
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.
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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.
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.
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.
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