Chad Horenfeldt

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.

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.

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.

Omer Rabin, a General Partner at TLA Ventures and former Gainsight chief evangelist, teams up with Chad Horenfeldt, VP of Customer Success at Siena AI and author of The Strategic CSM. They discuss the meteoric rise of customer success from a fledgling idea to a billion-dollar industry. Omer shares his belief that the next wave of CEOs will likely emerge from customer success roles. They emphasize the transformative power of AI in regaining strategic focus and highlight the importance of aligning customer success metrics with organizational goals.

In this engaging discussion, Chad Horenfeldt, VP of Customer Success at Sienna AI and author of 'The Strategic Customer Success Manager,' shares insights from his two decades of experience. He emphasizes shifting from traditional roles to a strategic focus on business outcomes. Chad introduces frameworks like ACE and the 3C framework for effective customer conversations. He also outlines the importance of measurable success plans and the SOON funnel in driving customer success while advocating for a proactive mindset among CSMs.