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 engagementWhy most QBRs fail and how to reframe them as Strategic CheckpointsHow to earn executive trust and keep stakeholders showing upWhat it looks like to practice “radical customer candor”Why building cross-functional relationships matters as much as building customer onesThe shift from delivering value to selling valueHow to communicate affirmations that stick and influence renewalWhy AI won’t replace great CSMs—but it will force mediocre ones to level upChad’s advice on extreme ownership and being the driver of your own careerThis 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 HorenfeldtDare to Lead by Brené BrownAtomic Habits by James ClearReadwise (daily reading and learning habit tool)Connect with ChadStrategicCustomerSuccess.comLinkedIn: Chad HorenfeldIf you’re ready to uplevel your CS career and earn a seat at the table—this episode is required listening.

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