Chad Horenfeldt

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes.

  • The Cycle of Success: a Blueprint for Customer Success Teams

    The Cycle of Success: a Blueprint for Customer Success Teams

    After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. I’ve created a comprehensive yet simple approach.

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  • The Fundamental Flaw of Proactive Customer Success

    The Fundamental Flaw of Proactive Customer Success

    The flaw of proactive customer success management is the assumption that the customer success team can determine its own proactive destiny. The problem typically requires a new strategy.

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  • Customer Success Battle Scars: Communicate, Communicate, Communicate

    Customer Success Battle Scars: Communicate, Communicate, Communicate

    While many in customer success are seeking an innovative approach to solve all of their problems, there are leadership basics that everyone needs to incorporate into their regular routines.

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  • Customer Success Battle Scars: Don’t F@&k Around With Hiring

    Customer Success Battle Scars: Don’t F@&k Around With Hiring

    I learned some of my most valuable lessons growing the Influitive Customer Success team from 4 to almost 30 people while our customer base grew 10X in just two years.

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