Скачать или смотреть Nice CSMs Won't Survive. Strategic Ones Will

In this powerful training session, Chad Horenfeldt shares why being “nice” just isn’t enough in today’s competitive customer success landscape. Instead, it’s the strategic Customer Success Managers (CSMs) who drive real business impact.

Learn how to evolve from a reactive support role to a proactive, strategic advisor. Chad introduces proven tools and frameworks—including the 3C framework and OARS model—to help CSMs prepare smarter, ask better questions, and align with customer business outcomes.

You’ll discover:

-The identity traps holding CSMs back (firefighter, fixer, entertainer, etc.)

-How to apply Richard Rumelt’s definition of strategy in customer engagements

-Techniques to identify and act on your customers’ key business outcomes

-How to use AI tools like Claude for efficient customer research

-Why disruptive questions and reflective listening lead to deeper relationships

-A preview of Chad’s book, The Strategic Customer Success Manager

Whether you’re new to customer success or a seasoned CSM looking to level up, this session delivers the insight, mindset, and tactical guidance you need to become truly strategic.

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