Customer Success & Failures
Chad HorenfeldtThe ups and downs of life in customer success. Practical customer success tips that you can use right away.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 67 | Founded | 6 years ago | Last Issue | 7 days ago |
| Active | |||||
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chadhorenfeldt.substack.comLatest Issues
What 150+ Interviews Taught Me About Hiring for an AI-Native CS Team
I’ve conducted more than 150 customer success-specific interviews at AI-native startups, hiring for Customer Success Managers and Implementation Managers. Here’s what I’ve learned.
I looked for a handful of common skills and traits across...
The Best Question I Ever Asked Came After I Hung Up
I had a renewal coming up with a customer I knew well. Something felt off. Their exec team didn’t seem happy. My director-level contact was ignoring our CSM. I reached out about the renewal and got crickets. So I texted him, and we got on a...
The fight nobody knew about
As I finish this book, I’m facing yet another health challenge, which I plan to battle with the same ferocity.1
I wrote those words in the conclusion of my book The Strategic Customer Success Manager. Very few people picked up on this an...
One year of the strategic customer success manager
A year ago I published a book with one goal.
Help CSMs stop reacting and start leading.
“You need to be more strategic.” Every CSM has heard some version of that from a manager. Most of us never got told how.
That’s the gap I wrote this...
The weekly report I wish my manager sent me
Early in my career, I had no idea how I was actually doing. Not because my managers didn’t care. Because nobody had the time or the data to tell me. I’d get feedback in a quarterly review that referenced things from months ago. Or I’d sit i...
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Authors
The writers behind this newsletter.
Customer champion. Author: 📕 The Strategic Customer Success Manager. A leader that is always learning. Customer Success & Customer Experience executive @Siena. Father of 3. Leafs fan
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