How CSMs stay strategic in the AI era - with Chad Horenfeldt
- E116
- 38:58
- March 17th 2026
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.
Breakthrough SaaS Growth with The Jasons
SaaS growth isn’t owned by a single team - it’s a cross-functional sport.
Each week, hosts Jason Noble (UK) and Jason Whitehead (US) dig into what actually drives sustainable growth across product, pricing, onboarding & adoption, customer success, sales, marketing, finance, and leadership. Expect candid conversations, practical playbooks, and board-level perspectives on topics like AI (beyond the hype), data quality & trust, in-product guidance, value realization, renewals, expansion, and customer experience. You’ll hear from founders, investors, product and revenue leaders who’ve built real results - not just slideware.
Formerly known as The Jasons Take On, the show has evolved to reflect a broader mission: turning insight into action that breaks through silos and accelerates SaaS growth. Same Jasons. Bigger vision. Sharper takeaways.
Subscribe and explore more at breakthroughsaasgrowth.com.
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