In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager. Together, they explore what it really takes to move beyond firefighting and product support into becoming a strategic advisor customers rely on.

You’ll learn:

- Why trust and value are the foundations of customer success

- How to prepare for impactful customer meetings without burning out

- The power of motivational interviewing and social proof in influencing customers

- Practical tips for setting effective call-to-actions that actually get followed through

- How to leverage AI tools to save time and elevate conversations

- The top three skills every Customer Success Manager needs to grow into a strategic role

Whether you’re new to CS or looking to uplevel your career, this conversation will give you actionable strategies to build credibility, drive business outcomes, and future-proof your career in the age of AI.

Check out Chad's website, where you can find his book and more resources that will impact your goal to become a strategic CSM - https://www.strategiccustomersuccess.com/

Go can go back to the episodes mentioned during the episode:

Driving Business Growth as a Strategic Advisor with Anika Zubair - https://youtu.be/GOSTIG69n-8?si=wmH_6Ux_v1sxNN9n

The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps - https://youtu.be/LEx_hqfPNyQ?si=Tztg08T9Rwdc-8cU

Connect with Us:

Chad Horenfeldt - https://www.linkedin.com/in/chadhorenfeldt/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/