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 at Siena AI and author of ‘The Strategic Customer Success Manager,’ shares insights from over 20 years in account management. He discusses the detrimental ‘people pleaser trap,’ where the desire to be liked undermines effectiveness. Chad identifies four identity traps—firefighter, entertainer, fixer, and waiter—that hinder proactive relationships. He emphasizes the importance of curiosity and frameworks like motivational interviewing to enhance trust and client engagement, ultimately transforming how account managers navigate their roles.