Chad Horenfeldt - A Rebel Story of The Strategic CSM

Here’s a clean, clear 5-sentence Spotify episode summary you can paste directly:In this episode of Rebels of SaaS, we sit down with Chad Horenfeldt, VP of Customer Success at SienaAI and author of The Strategic Customer Success Manager. Chad shares the personal journey behind writing his book and how his background in history, consulting, and SaaS shaped his approach to modern customer success. We explore what it means to shift from reactive, “firefighting” CSM work to becoming a true strategic partner. Chad also dives into how technology and AI are transforming post-sales roles — and why continuous learning and intentional career ownership matter now more than ever. Tune in for insights, practical frameworks, and encouragement to think bigger about your impact.