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The Strategic Customer Success Manager: A Blueprint for Elevating Your Impact and Advancing Your Career Kindle Edition

by Chad Horenfeldt (Author), Kristi Faltorusso (Foreword) Format: Kindle Edition
5.0 out of 5 stars 27 ratings
#1 Best Seller in Customer Service

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“You need to be more strategic.” Those dreaded words from your manager leave you frustrated and unsure of what to do next.

But what if you could stop reacting to problems and instead become a trusted strategic partner who commands respect from both your customers and colleagues? Chad Horenfeldt—who has spent over two decades as a customer success manager (CSM) and building out high-performing customer success teams at Eloqua (Oracle), Kustomer (Meta), and other companies—shares a battle-tested approach to elevate your impact and advance your career.

In The Strategic Customer Success Manager, you will learn:

  • How to quickly build unbreakable trust with customers

  • Proven techniques for mastering strategic conversations, using frameworks and insights from leading CS practitioners

  • Strategies for aligning with cross-functional teams across your organization

  • Proven methodologies for conducting impactful kickoffs, QBRs, and renewal and expansion conversations

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


This comprehensive playbook includes ready-to-use templates, actionable exercises, and scripts designed to immediately improve your effectiveness as a CS professional.

Don’t wait for someone else to define what “being strategic” means. Take control of your career today and master the skills that will transform you and your team from ordinary CSMs to strategic advisors who drive measurable, exceptional results. Level up before you’re left out.

Praise for Chad Horenfeldt and The Strategic Customer Success Manager

The CSM of the future isn’t buried in tickets—they’re in the boardroom, speaking the language of value, building trust, and guiding accounts toward outcomes. That’s the vision this book delivers.

If you’re building a CS org or developing your own practice, The Strategic Customer Success Manager is required reading. It’s not just timely—it’s timeless.

— John Gleeson, General Partner at Success Venture Partners, Former VP of Customer Success at Motive

The days of reactive, support-focused CSMs are behind us. Today’s CSMs must be consultative, commercially savvy, and capable of delivering meaningful value. The Strategic Customer Success Manager meets this moment. Chad has written an engaging, practical, and powerful guide that helps CSMs become true business partners ready to thrive in an AI-driven world. Every CS team should have this on their desk, and in their enablement programs.

— Donna Weber, Customer Value Realization Expert, author of Onboarding Matters

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

Few people have the credibility and depth of experience Chad brings to this book. His journey, insights, and frameworks combine storytelling and strategy in a way that resonates and empowers. This is the CS book we’ve been waiting for.

— Maranda Dziekonski, CS Executive, Customer Success and Insights MBA Program Advisor at the University of San Francisco School of Management

The Strategic Customer Success Manager is a must-read for CS professionals who want to drive measurable impact for their organization while developing critical skills to accelerate their career growth. Chad offers a first-of-its-kind playbook that is relatable, practical, and easy to read.

— Rod Cherkas, CEO of HelloCCO and author of The Chief Customer Officer Playbook

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  1. Print length
    416 pages
  2. Language
    English
  3. Accessibility
    Learn more
  4. Publication date
    June 30 2025
  5. File size
    3.6 MB
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Product description

Review

In The Strategic Customer Success Manager, Chad distills years of battle-tested lessons into a playbook that every CSM-from rookie to veteran-needs right now.

- Nick Mehta, CEO at Gainsight and author of Customer Success and The Customer Success Economy

Chad Horenfeldt has written an engaging, practical, and powerful guide that helps CSMs become true business partners ready to thrive in an AI-driven world. Every Customer Success team should have this on their desk, and in their enablement programs.

- Donna Weber, Customer Value Realization Expert and author of Onboarding Matters

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

As a former management consultant turned CS leader, I know what it means to be strategic-and this book gets it. Chad turns abstract advice into practical tools CSMs can use every day. If you're ready to move from reactive to respected, this is the blueprint.

- Ejieme Eromosele, VP of Customer Growth at Quiq, Founder of Success in Black

In working with Chad, I've come to see him as perhaps the most giving leader and thinker in customer success today. True to form, with this book he generously provides a comprehensive and simple to understand roadmap for any customer success professional or account manager who wants to enhance their career.

- Bob London, Founder & Chief Listening Officer at Chief Listening Officers

The Strategic Customer Success Manager nails the human frameworks-trust, executive storytelling, value mapping-that transform a helpful rep into a strategic advisor.

- Jan Young, Founder, StepUpXchange

--This text refers to the paperback edition.

About the Author

Chad Horenfeldt is a seasoned customer success executive with over two decades of experience in SaaS. Chad held key positions at companies such as Meta (Kustomer), Updater, Bluecore, Influitive, and Oracle (Eloqua), where he honed his expertise in customer success and customer experience strategies. Chad has been part of an IPO while at Eloqua and of two major acquisitions, one by Oracle and a second by Meta. Beyond his professional endeavors, Chad has received numerous industry awards, including being a 3X Top 25 Customer Success Influencer. He is a recognized thought leader, frequently sharing insights on customer success through various industry publications and speaking engagements. Among his many contributions, Chad authored a section on customer advocacy in the book The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers-While Driving Growth for Your Company. Chad graduated from Western University with a Master of Arts in history and completed a postgraduate diploma in applied information technology. He is originally from Toronto, Ontario, but now lives in Northern New Jersey with his wife, three children, and dog, Timbit.

Kristi Faltorusso is a powerhouse in the Customer Success space, known for her strategic leadership, operational rigor, and relentless focus on driving impact. With a career spanning over a decade, she has built, scaled, and transformed Customer Success functions at multiple SaaS companies, helping organizations increase retention, expand revenue, and deliver world-class customer experiences.​Currently serving as the Chief Customer Officer at ClientSuccess, Kristi has previously held leadership roles at high-growth companies like Intellishift, BetterCloud, and BrightEdge. Her approach to CS is deeply data-driven and results-oriented, combining automation, scalable processes, and proactive engagement strategies to maximize customer lifetime value.Beyond her executive roles, Kristi is an influential thought leader, sharing her expertise through speaking engagements, webinars, and LinkedIn content that blends tactical insights with witty, no-nonsense advice. Kristi's impact on the industry is undeniable. Whether she's mentoring emerging CS leaders, shaping best practices, or advocating for the strategic importance of Customer Success, she's a driving force in the evolution of the field. --This text refers to the paperback edition.

Product details

  • ASIN ‏ : ‎ B0FG832M6X
  • Accessibility ‏ : ‎ Learn more
  • Publication date ‏ : ‎ June 30 2025
  • Language ‏ : ‎ English
  • File size ‏ : ‎ 3.6 MB
  • Simultaneous device usage ‏ : ‎ Unlimited
  • Screen Reader ‏ : ‎ Supported
  • Enhanced typesetting ‏ : ‎ Enabled
  • X-Ray ‏ : ‎ Enabled
  • Word Wise ‏ : ‎ Enabled
  • Print length ‏ : ‎ 416 pages
  • Page Flip ‏ : ‎ Enabled
  • Customer Reviews:
    5.0 out of 5 stars 27 ratings

About the author

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Chad Horenfeldt

Chad Horenfeldt

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Chad Horenfeldt is a seasoned customer success executive with over two decades of experience in SaaS. Chad held key positions at companies such as Meta (Kustomer), Updater, Bluecore, Influitive, and Oracle (Eloqua), where he honed his expertise in customer success and customer experience strategies. Chad has been part of an IPO while at Eloqua and of two major acquisitions, one by Oracle and a second by Meta.

Beyond his professional endeavors, Chad has received numerous industry awards, including being a 3X Top 25 Customer Success Influencer. He is a recognized thought leader, frequently sharing insights on customer success through various industry publications and speaking engagements. Among his many contributions, Chad authored a section on customer advocacy in the book The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers-While Driving Growth for Your Company.

Customer reviews

5 out of 5 stars
27 global ratings

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Top reviews from Canada

  • Emma Lo
    5.0 out of 5 stars The 3C research model and SOON framework actually work for QBRs
    Reviewed in Canada on July 3, 2025
    Format: Kindle EditionVerified Purchase
    Five stars are rare from me, but The Strategic Customer Success Manager earns serious consideration.

    Leading CS Ops, I've read countless customer success books that promise transformation but deliver fluff. This one's different. Chad Horenfeldt writes from real experience, addressing familiar challenges: renewal forecasting, cross-functional friction, unengaged customers.

    The 3C research model and SOON framework actually work. Our QBRs went from 40-slide presentations to focused 12-slide conversations that CSMs now share before meetings. Customers show up prepared and engaged.

    it's one of the few CS books that gives you tools you'll actually use. No empty promises or theoretical frameworks that fall apart in practice. Three colleagues are already implementing ideas from their copies, which tells you everything about its practical value.
    Helpful
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  • cobho
    5.0 out of 5 stars A Must-Read for Every CSM Ready to Level Up
    Reviewed in Canada on July 3, 2025
    Format: Kindle EditionVerified Purchase
    Chad is a pioneer of Customer Success and I recommend the blueprint he’s laid out in his book to every Customer Success Manager, Account Manager, and CS leader who’s been grinding in tactical quicksand and wants to start driving actual business impact. If you or your team is looking to be more strategic, this book is your new playbook!
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  • Marie
    5.0 out of 5 stars Want to Level Up as a CSM? Read this book.
    Reviewed in Canada on July 3, 2025
    Format: Kindle EditionVerified Purchase
    This book offers concrete ways to up your game and to truly become a strategic, rather than reactive CSM. Two key concepts that resonated for me were the concept of radical customer candor and the SOON/SPOON funnel. I look forward to putting these and other concepts from the book into practice in my role.
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  • Marie-Claude Painchaud
    5.0 out of 5 stars A must-read for every CSM who wants to be seen as a true business partner.
    Reviewed in Canada on July 3, 2025
    Format: Kindle Edition
    This is the book I wish I had earlier in my Customer Success career. Chad Horenfeldt doesn’t just describe what a strategic CSM should be—he gives you the frameworks, real-life stories, and practical tools to become one. His approach makes the transition from reactive support to strategic partnership feel not only achievable but empowering.

    What stood out most was how actionable everything is. At the end of each chapter, you're invited to visit his website and download free templates and exercises. It's not just theory—it's doable, and you feel guided every step of the way.
    I also appreciated how Chad shares personal, relatable experiences that make it easy to connect with the situations he describes. One of my favorite parts? He equips you with powerful, sometimes uncomfortable, questions to help uncover the deeper truths behind your clients' challenges—something many of us hesitate to dig into.

    One quote that really stuck with me:
    “Being a strategic customer success manager is all about focusing on your client’s business, not just your product… aligning with their business goals rather than solely prioritizing product adoption.”
    It’s a timely reminder that we often lose sight of the bigger picture—and that true success comes from aligning with our customer’s why, not just driving product usage.

    Alternatively, I also loved this perspective: “Imagining your customers as heroes in their own stories will force you to concentrate on learning more about their quests before you jump into solving their problems.” What a powerful mindset shift!

    Whether you're just starting out or looking to elevate your impact, this book is a game-changer. It's insightful, practical, and most of all—human. A must-read for every CSM who wants to be seen as a true business partner.
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Top reviews from other countries

  • Vivian Augusto
    5.0 out of 5 stars Dicas práticas e reais
    Reviewed in Brazil on July 2, 2025
    Format: Kindle EditionVerified Purchase
    Reading The Strategic Customer Success Manager felt like getting honest advice from someone who truly understands the day-to-day of working in CS. What stood out to me most was the reminder that our role goes way beyond driving adoption, we’re here to help customers reach real business goals and build relationships that matter, especially with execs. One line that really stuck with me was, “Be the quarterback, not the cheerleader.” Since reading it, I’ve been rethinking my success plans to make them more outcome-focused and personalized. The book is practical, relatable, and full of insights you can actually use. I’d definitely recommend it to any CS professional who wants to level up and make a bigger impact.
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  • Sherry
    5.0 out of 5 stars A Must-Read for Aspiring and Seasoned Customer Success Managers
    Reviewed in India on July 8, 2025
    Format: Kindle EditionVerified Purchase
    Hard to put down! I’ve only read the first few pages and I’m floored. The insights are not only practical but also incredibly relatable for anyone in the Customer Success field. The author does an excellent job of breaking down complex concepts into clear, actionable advice.

    Can’t wait to learn more as I continue reading.
    Report
  • Laura L.
    5.0 out of 5 stars A goldmine of knowledge, advice and best practice
    Reviewed in Germany on July 5, 2025
    Format: Kindle EditionVerified Purchase
    Having only read some of the book I already feel that it will be positively challenge the way we, in Customer Success, will (better must) work in the future.
    Chad goes beyond just stating that CS“ needs to change by saying that not only the role of CSMs needs to evolve but how adding the strategic“ aspect to the role, the function and ultimately to the organisation, functions as game changer.

    "Letting go of bad habits“ stuck with me most, as massive realistic, painful and true self-reflection is necessary to unconver the amount of operational, non-strategic tasks CS teams are buried with. And only then, going through this internal discovery, you will have the freedom and mindset necessary starting with change, rethinking processes and ways of doing things, moving towards value. CSMs are change agents but only if we ourselves do understand the role this way.

    I personally think this book is a goldmine of knowledge, value and best practice not only fitting for CSMs but specifically for CS leaders: you learn and discover what is necessary to build an environment for your team members, inside your team and the company, for CSM to obtain the "S“.
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  • Rachel Provan
    5.0 out of 5 stars Exactly what CSMs need right now!
    Reviewed in the United States on July 3, 2025
    Format: Kindle EditionVerified Purchase
    Here's what nobody tells you about being a "nice" CSM.

    It's not working.

    People ask me all the time for resources I can recommend for their CSMs. I've struggled to find something I could point to enthusiastically.

    Until now.

    I've watched countless CSMs get trapped in what Chad calls the "identity traps" in his new book. They become firefighters, waiters, entertainers, and fixers because they think that's what customers want.

    But customers don't need you to be nice. They need you to help them succeed.

    Chad gets this. His book breaks down exactly why CSMs stay stuck in reactive mode and gives you the frameworks to become actually strategic.

    The 3C Framework alone is brilliant. Most CSMs show up to calls knowing their product inside and out but have no clue about their customer's business. Chad walks you through researching the company, understanding their customer's customer, and identifying real business challenges.

    Not product problems. Business challenges.

    The OARS framework changed how I think about customer conversations. It's from motivational interviewing, and it works because it's grounded in psychology. People don't change because you tell them to. They change when they believe it's their idea.

    Here's what I love most about Chad's approach: he doesn't sugarcoat the reality that most CSMs are operating more like support agents than business advisors. And he doesn't just tell you to "be more strategic" without giving you the tools to actually do it.

    This book is for every CSM who's tired of being seen as a cost center instead of a revenue driver. Chad shows you how to have the conversations that matter and tie everything back to business outcomes.

    The CS community needs more practical, psychology-backed approaches like this. Less fluff, more substance.

    This will be my go-to recommendation going forward!
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  • Gary R
    5.0 out of 5 stars A clear blueprint for becoming a Strategic CSM
    Reviewed in Australia on July 1, 2025
    Format: Kindle EditionVerified Purchase
    Chad distils years of hands-on Customer Success expertise into a clear blueprint for becoming a Strategic CSM - one your customers and executive team will immediately notice. He provides detailed frameworks and checklists of actionable steps to elevate your CS game at any career stage. Any Customer Success professional serious about career growth, or eager to understand the role of a Strategic CSM, should carve out time to read this book.
    Report

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