How CSMs stay strategic in the AI era - with Chad Horenfeldt
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How CSMs stay strategic in the AI era - with Chad Horenfeldt
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AI is changing Customer Success.
As automation takes on more admin, reporting and repetitive work, the CSM role is shifting. Staying busy is no longer enough.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chad Horenfeldt, one of the most recognised voices in Customer Success, to explore what strategic Customer Success really looks like in the AI era.
We discuss how CSMs can move beyond product usage, adoption metrics and reactive account management, and become more focused on business outcomes, executive conversations and measurable customer value.
We cover:
- How AI is changing the role of the CSM
- What separates a strategic CSM from a busy CSM
- Why product usage is not the same as customer value
- How to move customer conversations towards business outcomes
- Why executive engagement matters more in the AI era
- What Customer Success leaders need to change now
This is a practical conversation for CSMs, Customer Success leaders, CCOs and SaaS executives who want CS to stay relevant, commercial and valuable as AI changes the work.
Connect with Chad on LinkedIn