116: Guest Chad Horenfeldt - How to Be a Strategic CSM in the AI Era.
- E116
- 38:58
- March 17th 2026
This episode explores how AI is changing Customer Success and why being strategic has become essential for every CSM.
Jason Noble and Jason Whitehead are joined by Chad Horenfeldt, one of the most recognised voices in Customer Success, for a practical discussion on what strategic Customer Success really looks like in the AI era. As automation removes more admin, reporting and repetitive work, the role of the CSM is shifting towards business outcomes, executive conversations and measurable customer value.
Discover what separates a strategic CSM from someone who is simply staying busy, how to move customer conversations beyond product usage and adoption and what Customer Success leaders and teams need to change now to stay relevant.
ABOUT CHAD HORENFELDT
Chad Horenfeldt is one of the most trusted voices in Customer Success.
He is a seasoned Customer Success executive with over two decades of experience in SaaS. Chad has held key roles at companies including Meta (Kustomer), Updater, Bluecore, Influitive and Oracle (Eloqua), where he built deep expertise in customer success and customer experience strategy. He has been part of an IPO while at Eloqua and two major acquisitions, one by Oracle and another by Meta.
Beyond his executive leadership work, Chad is a respected thought leader who regularly shares insights on Customer Success through industry publications, speaking engagements and community conversations. He has also received numerous industry awards, including being named a 4x Top 25 Customer Success Thought Leader.
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 (London) and Jason Whitehead (U.S.) 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.