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 shifts, and leadership tactics that CSMs need to adopt to stay relevant and valuable in today’s fast-changing customer landscape.
Key topics covered:
The 3C Framework: Company, Customer, Challenge—and how it anchors strategic engagement
Why most QBRs fail and how to reframe them as Strategic Checkpoints
How to earn executive trust and keep stakeholders showing up
What it looks like to practice “radical customer candor”
Why building cross-functional relationships matters as much as building customer ones
The shift from delivering value to selling value
How to communicate affirmations that stick and influence renewal
Why AI won’t replace great CSMs—but it will force mediocre ones to level up
Chad’s advice on extreme ownership and being the driver of your own career
This is not a “feel good” episode. It’s a call to raise your bar as a CSM—and be seen as a strategic advisor, not a support contact.
Mentioned in this episode:
The Strategic Customer Success Manager by Chad Horenfeldt
Dare to Lead by Brené Brown
Atomic Habits by James Clear
Readwise (daily reading and learning habit tool)
Connect with Chad
If you’re ready to uplevel your CS career and earn a seat at the table—this episode is required listening.
