Official launch date announced, video: nice CSMs won't survive. strategic ones will
Sign up to get the book for $.99 during launch week, watch a video that provides an overview of the book and practical tips
We have an official launch date for my book, The Strategic Customer Success Manager: July 15
You can sign up to be notified so you can purchase it for $.99 (in the first week of launch): strategiccustomersuccess.com/coming-soon-01
Want to learn more about the book? You can watch this webinar I did for my launch team: Nice CSMs Won't Survive. Strategic Ones Will
Description: Learn how to evolve from a reactive support role to a proactive, strategic advisor. Chad introduces proven tools and frameworks—including the 3C framework and OARS model—to help CSMs prepare smarter, ask better questions, and align with customer business outcomes.
You’ll discover:
The identity traps holding CSMs back (firefighter, fixer, entertainer, etc.)
How to apply Richard Rumelt’s definition of strategy in customer engagements
Techniques to identify and act on your customers’ key business outcomes
How to use AI tools like Claude for efficient customer research (Live application)
Why disruptive questions and reflective listening lead to deeper relationships
I’ve been receiving some amazing advanced reviews of the book. Here is a recent one:
"If you’re a CSM looking to level up, The Strategic Customer Success Manager by Chad Horenfeldt is a no-nonsense, practical guide that will help you shift from being reactive and helpful to being truly impactful. It equips you with the tools to elevate your conversations, influence outcomes, and become an indispensable partner to your customers.
What really stuck with me was this quote: "The best CSMs don’t wait for a seat at the table—they pull up a chair and make it impossible to ignore them." That mindset shift—from waiting to leading—runs through every page of this book.
After reading it, I plan to prepare more intentionally for each customer interaction by tying my conversations more explicitly to their business outcomes. Frameworks like the SOON Funnel and the OARS approach give a solid foundation to do just that.
This book is not just for those starting out; it’s for anyone in customer success who wants to sharpen their edge and move from being liked to being trusted and valued. It does not spend too much time on theory; it’s all about practical application, and that’s exactly what makes it stand out."
