Under the gun | Chad Horenfeldt
Episode 275: Chad Horenfeldt knows CSMs are seeing more pressure than ever.
⏱️ Timestamps:
00:00:00 - Intro
00:01:30 - A book in the making
00:02:52 - Under pressure
00:06:08 - Strategic CSMs
00:07:25 - Navigating workplace dynamics
00:10:22 - Defining strategy
00:14:22 - Action speaks louder
00:15…
Ep 24: How to Be a Strategic CSM: Chad Horenfeldt’s 3C Framework to Uplevel Every Customer Conversation
In this episode, host Emma Lo speaks with Chad Horenfeldt, VP of Customer Success at Siena AI and author of The Strategic Customer Success Manager.
Chad breaks down what it really means to be strategic in CS—and how to stop defaulting to reactive work.
We dive into the frameworks, mindset shift…
Don't Confuse Being Liked with Being Effective | EP46
Too many account managers confuse being liked with being effective and it’s costing them renewals, influence, and growth. Chad Horenfeldt, the VP of Customer Success at Siena AI and author of “The Strategic Customer Success Manager,” joins Alex Raymond to talk about the people-pleaser trap and how …
The Strategic CSM: How to Drive Business Outcomes with Chad Horenfeldt
Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
In this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer…
Are CSMs the Next Generation of CEOs? ft. Omer Rabin (TLA Ventures) & Chad Horenfeldt (Siena AI)
What if the function you were about to join didn’t really exist yet?
In 2014, customer success was barely a function—it was an idea in the making. Omer Rabin took a bet on that idea at a time when the industry still needed convincing that managing customer relationships deserved its own tech stack…
The top 3 skills every CSM needs to grow into a strategic role
Most CSMs act like waiters. Chad Horenfeldt spent 20 years learning why that costs you the customer's respect, and what to do instead.
In this episode, we get into the habits that separate a strategic CSM from anorder-taker: how to introduce yourself without undercutting your credibility,how to pre…
How CSMs Stay Strategic in the AI Era - with Chad Horenfeldt
AI is taking over more Customer Success administration, reporting and repetitive account work. That creates an opportunity for CSMs but it also raises expectations.
Staying busy is no longer the same as being strategic.
Chad Horenfeldt joins us to explore how CSMs can remain relevant and commer…
Chad Horenfeldt - A Rebel Story of The Strategic CSM
Here’s a clean, clear 5-sentence Spotify episode summary you can paste directly:
In this episode of Rebels of SaaS, we sit down with Chad Horenfeldt, VP of Customer Success at SienaAI and author of The Strategic Customer Success Manager. Chad shares the personal journey behind writing his book and …
The End of Traditional CS: Revenue, AI, and What Comes Next
Customer Success is changing fast due to market uncertainty. Learn why AI and new revenue models are reshaping the role for 2026.
Jan Young and Ralphie White join the podcast to explain why the current market instability isn't just a temporary phase. They break down how shifting SaaS pricing model…
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