Chad Horenfeldt
Customer Success & Customer Experience Leader, xMeta
About
Customer Success executive with 18+ 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 of two successful exits: Eloqua (IPO and then acquired by Oracle for $1 billion) and Kustomer (acquired by Meta).
Experience
VP of Customer Success, Siena AI
Siena AI is a company specializing in customer service for online stores. They use artificial intelligence to automate tasks and personalize interactions, aiming to combine the efficiency of automation with the empathy of human customer service representatives. Their goal is to improve customer satisfaction and business growth for e-commerce merchants.
Head of Enterprise Customer Success & Services, Meta
Kustomer was acquired by Meta in Feb 2022
Customer Success Director, Kustomer
Grew team from 5 to 22 people that have played a major part in the exponential company growth ($14 million to over $50 million ARR) prior to the acquisition. Implemented processes, playbooks and technology which led to a 45% year over year increase of net dollar retention between 2020 and 2021 with a net dollar retention high of over 150%. Managed the entire renewal process and achieved an average quarterly retention rate of 88% Launched CSQL (customer success qualified lead) process to help uncover upsell opportunities for Sales. Implemented a regular cadence of customer "Strategic Engagements" along the customer journey which include QBRs, success plans, health checks and business outcome reviews with the goal of driving customer value, growth, and retention. Developed and launched pooled CS model including a digital CS component for our SMB segment. Led to 17% increase in quarter over quarter logo retention and will allow for scale as part of a PLG approach. Evaluated, purchased, and launched a customer success platform to amalgamate all the various data sources and provide a unified view of our customers. Automated communication and created new processes to track client health, manage renewals, uncover upsell opportunities and track overall CS capacity. Partnered with Marketing and Product to launch our voice of customer program that includes a bi-annual survey, regular customer surveys along the customer journey and a Customer Advisory Board. Created a competency matrix across the various roles to assist team members to understand the areas they were proficient in and the areas they need to improve.
Vice President, Client Success, Updater
Led an outstanding Customer Success (CS) team that included Onboarding, Client Success Management (CSM), Technical Support, CS Engineering, and CS Operations. Our focus was on creating a culture of representing the voice of the customer to assist the rest of the organization in understanding the contributions of our customers. Formalized and scaled a number of customer success strategies that include an at-risk process, expansion opportunity assessment, quarterly business reviews focused on customer outcomes, automated metrics based emails to customers, customer training and playbooks. Consistently achieved a 99% quarterly retention rate. Increased NPS to +70 with a focus on creating the best customer experience possible. Reduced time to value by 40% to under an average of 60 days by creating an Onboarding team. Led the evaluation and implementation of Gainsight as our Customer Success Platform. Operationalized and automated our customer health score, alerts, customer journey, and customer communications using Gainsight. Built a technical support team to fix broken integrations which led to a projected $300,000 increase in annualized revenue. Implemented a new performance management and career development process
VP, Customer Experience, PathFactory
Lead the customer experience team which consists of customer success, professional services and support teams which consists of 35 people across the globe with most of the team in North America.
Links from Chad
5.0
Ody P
Chad takes the time to understand your unique situation, offering tailored, expert advice that can lead to real breakthroughs. His guidance helped me with both high-level strategic direction and practical solutions to specific challenges. I highly recommend him as a mentor—he knows exactly what he’s talking about, and his advice is invaluable.
Yassin B
Chad is the go-to person if you want to have an insightful talk about Customer Success. He has tailored and specific advice applicable to your individual situation. If you are thinking of booking him, don't think twice - credits well spent.
Rafael B
Lots of experience in the CX field, helped me outline our value proposition better and understand what are the main pain points I should emphasize when talking to potential customers.
James B
Evan C