How CSMs Stay Strategic in the AI Era - with Chad Horenfeldt
- E116
- 38:58
- March 17th 2026
AI is taking over more Customer Success administration, reporting and repetitive account work. That creates an opportunity for CSMs but it also raises expectations.
Staying busy is no longer the same as being strategic.
Chad Horenfeldt joins us to explore how CSMs can remain relevant and commercially valuable as AI changes the role.
You will learn what separates a strategic CSM from a reactive one, why product usage is not the same as customer value and how to move conversations towards measurable customer outcomes.
We also discuss executive engagement, business value and where AI should support rather than replace CSM judgement.
Connect with Chad:
https://www.linkedin.com/in/chadhorenfeldt/
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.