79% Say They've Adopted AI Agents. Only 11% Actually Run Them. Everyone's feed is an AI agent success story right now. Flawless demos, hockey stick slides, CS leaders "already deploying agentic AI across the journey." Here's the problem: 79% of enterprises claim adoption. Only 11% actually run it in production. That's not a rounding error. That's most of the industry slapping "agentic" on a chatbot with a new coat of paint. I sat down with Tim Van Lew from Planhat for the fir

The best vertical SaaS companies treat customer success as their primary growth engine. Last month I ran a workshop on how to build a CS org that drives NRR above 120%. Most CS teams are stuck optimizing the wrong layer. They focus on engagement tactics (more check-ins, better QBRs, prettier dashboards) when the real leverage is structural. The session covered: → Onboarding that creates lock-in → Health scoring that predicts expansion → Upsell playbooks that feel inevitable I

How to Land a Job in Customer Success - ft. 3 Customer Success Experts! Discover how to get a job in customer success and secure coveted...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she puts results back at the center of onboarding and implementation....

In leading a Customer Success team, you'll find that there's such a thing as too much data. So how do you avoid "paralysis by analysis"?...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, for this 60 minute bootcamp on how to design a content strategy to...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, for this 60 minute bootcamp on how to shift your CSMs from managing all...

In this CSM Mastermind, host Andrew Marks and three Customer Success professionals--Amanda O'Brien, Kristi Faltorusso, and Nicholas...

In this CS Leadership Roundtable, host Andrew Marks and three Customer Success professionals--Chad Gagnon, Kristi Faltorusso, and Olivia...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she shares her journey, successes and pitfalls of launching a...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she shares how to move from a high engagement model to a pooled or...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she walks you through the best way to build, deploy and drive...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she walks you through how to design and deploy a Success Probability...

Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she talks through her approach to capturing and leveraging customer...

During this live online event, we asked three Customer Success pros to discuss how to better understand and define customer business...

Kristi Faltorusso (Chief Customer Officer, ClientSuccess) talks about how CS leaders can regain power. Learn more about ClientSuccess and...