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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.

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. 

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

This is an excerpt from The Strategic Customer Success Manager by Chad Horenfeldt Up to this point, we’ve concentrated on the foundational elements of strategic conversations, which centered on the OARS framework . But what do you do when you want to spur your clients to take action? For example, how do you convince your clients to start adopting certain products or features? How can you persuade your customers to commit to a product upgrade? I always struggled in this area

"Imagine it’s the final night your son or daughter is living in your house." What advice would you give them? This is an exercise in the book "Day One Leadership" by   Drew Dudley - Day One Leadership . It's called "Edge of the bed advice" as you need to picture yourself at the edge of your child's bed on the final night that they are in your house. What is the best life advice that you would provide them? What are the insights that have contributed to your happiness?   This

Communicate, communicate, communicate, communicate… and then communicate again. Did I make my point? If there’s one thing that has stuck...

Here are some lessons I learned from my dad in customer success

At some point, every Customer Success professional has probably wanted  to say something like this to a client: “It’s your fault you...

Let’s be honest—if you’ve ever led a customer success team, you’ve probably heard this one before: “I want your job.” I’ve heard it from...

I don’t love frameworks. In fact, I’ve spent most of my career quietly resisting them. I studied history, not management theory. I trust...

Sundays are a strange blend of relaxation and anxiety. You might love the downtime—but that creeping feeling of the week ahead? It’s...

This week was filled with many emotions. As I started my day, I did what I've been doing for many years now - a moment of reflection. A...

As I review all the book content that ended up on the cutting room floor, there is one story I wanted to share. It's a lesson that I...

March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north...

Welcome Book Clubs! This guide is designed to help customer success teams, leaders, and individuals explore the core ideas in The...

“How do I get into customer success?”. This is a question I hear frequently. It’s not surprising, given that the profession of customer...

After helping to create a number of high-performing customer success organizations, I've narrowed down the success of these teams and...

Learn about the real reasons why many CSMs struggle to gain executive visibility, influence account strategy, and drive meaningful impact.

Creating a culture of storytelling within your customer success organization helps share your wins as well as areas to improve.