Buy your copy of The Strategic Customer Success Manager today — available in paperback and ebook on Amazon.

In The Strategic Customer Success Manager, you will learn:

How to quickly build trust with customers

Proven techniques for mastering strategic conversations

Strategies for aligning with cross-functional teams

A proven methodology for conducting impactful kickoffs, QBRs, and renewal and expansion conversations

Practical strategies for identifying and handling at-risk accounts and preventing churn

Want to assess your customer success skills? Take the Strategic CSM diagnostic quiz!

Looking to uplevel your customer success skills?

About

Meet Chad Horenfeldt

Chad Horenfeldt is an award-winning customer success executive with over 20 years of SaaS experience who currently serves as VP of Customer Success at Siena AI, having previously held leadership positions at companies including Meta (Kustomer), Updater, Bluecore, Influitive, and Oracle (Eloqua). Beyond his corporate achievements, he is a recognized thought leader who shares customer success insights through publications and speaking engagements. Chad has received numerous industry awards, including being a 3X Top 25 Customer Success Influencer.

In the press

What people are saying about
The Strategic Customer Success Manager

With customer expectations evolving at record speed, this book is the essential guide for forward-thinking CSMs. It builds on existing resources and elevates customer success to a strategic discipline.

Wayne McCulloch

Chief Customer Officer at Alkami Technology, author of

The Seven Pillars of Customer Success

Customer Success Templates

Fasttrack your customer success expertise with these templates

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The 90-Day Strategic Customer Success Manager Transformation Plan

Your 90-day strategic CSM transformation plan

Whether you’re a CSM looking to level up your own skills or a CS leader wanting to transform your entire team, this 90-day plan breaks down exactly how to implement strategic customer success—week by week, with specific actions, exercises, and measurable outcomes.

The Strategic Customer Success Manager by Chad Horenfeldt

Why did I write The Strategic Customer Success Manager?

Why Chad Horenfeldt wrote The Strategic Customer Success Manager: It's his way of sharing some of his life lessons with others, aiming to elevate the customer success industry.

What exactly is a strategic customer success manager?

I’ve shared an excerpt from my book, The Strategic Customer Success Manager , and provided a few additional resources. The book has been extremely well received and I’ve included an early review below from Michael J. Boyd at the end. 👉 Buy the book! Listen to an overview of the book on the The Daily Standup Podcast I f you’ve ever been a customer success manager, you remember when you lost your first significant customer. You felt horrible. My first major client loss is etch