Introduction
Discover the nuances of customer success with Chad Horenfeldt, the esteemed VP of Customer Experience at PathFactory. Chad shares profound insights into the delicate balance between trust-building and value realization, steering CS efforts towards impactful customer engagements. Explore a paradigm shift in the role of Customer Success Managers (CSMs), where heightened business acumen and analytical thinking are becoming imperative. Join Chad on a journey to elevate customer success at PathFactory.
Chad Horenfeldt -VP of Customer Experience, PathFactory
- 1. Customer Success is a balance between the inherent trust that your customers have in you and the value that they realize.
- Focus on your team’s CS efforts towards impactful customer engagements that build trust and deliver value rather than just on outcomes such as GRR and NRR. This includes business reviews, health checks and success plans. It also includes scaled approaches such as webinars targeted at certain segments.
- The role of the CSM is changing. Beyond other roles that now exist and new models such as scaled CS, CSMs need to change their mentality. They are no longer customer success helpers. They need a high degree of business acumen and analytical thinking. A new strategic CSM is emerging
About Chad Horenfeldt
Customer Success executive with 15+ years of experience building, developing, and leading high performing Customer Success teams in fast-paced environments that have delivered exemplary customer satisfaction, retention and growth rates. This includes managing all aspects of the customer experience including Customer Success Management, Technical Account Management, Support and Professional Services. Expertise in creating areas of specialization to create greater efficiencies and improve the overall customer experience.
Proven reputation as a driven, creative, outcome-focused leader that specializes in hiring the best people, leveraging technology to increase efficiency, building lasting relationships based on trust and creating a culture that puts the customer at the center of everything. Played an integral part as a CS leader in two successful exits: Eloqua (IPO and then acquired by Oracle for $1 billion) and Kustomer (acquired by Meta).
Consistently named one of the top Customer Success Influencers and contribute regularly to the Customer Success community. Serves as a volunteer for numerous initiatives including the CS mentorship program with Catalyst, founding member of CS Angel (investing in CS tech), Advisor for the Success League, and CS instructor with Sales Assembly.
About Company
Unlock B2B revenue with personalized, engaging, and conversion-focused experiences across the entire B2B buyer journey with PathFactory. Enhance your buyer’s journey and start enabling your buyers with content intelligence.
PathFactory’s AI-powered content intelligence allows you to generate personalized content experiences for your individual buyers and target accounts for your ABM strategy. Accelerate deal velocity and grow your pipeline by recommending the next-best assets to consume based on recent visitor history, industry, and trending topics.
PathFactory has been recognized by Deloitte as one of North America’s 2020 Technology Fast 500 companies. PathFactory was also named the 2023 Top-Rated Content Marketing Software by TrustRadius, a 2023 Content Experience Leader by G2, and a Cool Vendor in Technology Marketing by Gartner.