Shows
Account Management SecretsEpisode 46: The People Pleaser Trap: Why Being Helpful Isn’t EnoughToo 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 to break out of it. They unpack the four identity traps that keep account managers stuck in reactive mode: the firefighter, entertainer, fixer, and waiter, and why those well-meaning habits quietly erode trust and impact.
Chad shares tactical frameworks like motivational interviewing and radical customer candor, showing how cur...2025-07-1842 min
Spotlight by CS in FocusEp 24: How to Be a Strategic CSM: Chad Horenfeldt’s 3C Framework to Uplevel Every Customer ConversationIn 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 anc...2025-07-1330 min
The Daily StandupUnder the gun | Chad HorenfeldtEpisode 275: Chad Horenfeldt knows CSMs are seeing more pressure than ever.⏱️ Timestamps:00:00:00 - Intro00:01:30 - A book in the making00:02:52 - Under pressure00:06:08 - Strategic CSMs00:07:25 - Navigating workplace dynamics00:10:22 - Defining strategy00:14:22 - Action speaks louder00:15:51 - Moving forward📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn...2025-06-2617 min
The Growth SignalWhat Top CSMs Know That You Don’t (Yet) with Chad HorenfeldtCustomer Success isn’t what it used to be and that’s a good thing.In this episode of The Growth Signal, host Alyssa Nolte sits down with Chad Horenfeldt to unpack how the best CSMs are evolving their approach. From ditching the “firefighter” mentality to mastering internal politics and asking tougher questions, Chad reveals the mindset shifts and practical habits that separate strategic CS leaders from the rest.If you’re still leading with adoption metrics and hoping for renewals, you’re already behind. Chad shares how top-performing teams build trust, deliver real business value, and c...2025-06-1130 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize your customer success processes, streamline tech stack elements into a unified, customer-centric overlay, and much more.Join us as we take a deep dive into the art of enhancing customer experience and accessibility. With Alex's expertise, we unpack...2023-09-261h 05
GSD - Getting Services DoneDriving Revenue Growth Through CSM with Chad Horenfeldt and Kristi FaltorussoJeff Kushmerek with Chad Horenfeldt and Kristi Faltorusso explore forecasting, renewals in CSM, and the importance of not conflating customer health and renewal forecasts. Their insights offer valuable strategies for revenue growth. Subscribe for more insights!
2023-08-1035 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital CS Best Practices with Chad Horenfeldt | Episode 002Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs. Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/Resources Mentioned in this Episode:Book: The Seven Pillars of Customer Success by Wayne McCullochTool: Chili Piper - scheduling for lead conversionPodcasts:UnchurnedGGRSuccess League...2023-06-2054 min
CSM Practice - The Customer Success PodcastHow to Develop a QUARTERLY BUSINESS REVIEW (QBR)Send us a textLearn more about how to develop a Quarterly Business Review (QBR) for Customer Success Executives and effectively demonstrate and maximize value to clients during QBRs. Listen as Irit Eizips, CEO of CSM Practice and Chad Horenfeldt, Director of Customer Success at Kustomer discuss in-depth some Quarterly Business Review (QBRs) Best practices and ways to drive more value for clients.How can CSM Practice Help!Do you need help in creating effective QBRs for different types of customer accounts in your company? Contact us to learn how you can protect...2022-09-0921 min