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CS Insights
Let me tell you what I really think about Customer Success.
Come along as I share my thoughts and advice on all things Customer Success and Leadership. Browse through webinars, podcasts, articles and more to get my perspective on CS and beyond.
Kristi Faltorusso Named a Top 10 Customer Success Thought Leaders to Follow by Retention Seekers
The Retention Seekers hosts have spoken, here are 10 Customer Success thought leaders you must follow: 1. Anika Zubair - Founder & CEO at...
11 hours ago1 min read
The Silent Signals of Customer Risk You’re Probably Missing
In Customer Success, we’re trained to track signals. We build health scores, monitor usage, analyze surveys, and flag risks when...
3 days ago2 min read
The Journey: #33 Flip the Risk
I remember my first CSM role when the business really started to scale. Suddenly, “risk” became the centerpiece of every conversation. At...
4 days ago2 min read
The Journey: #32 The Missing Mindreader
For as long as I can remember, I’ve been ambitious. Every job I’ve ever had came with a built-in, personal side project: designing the...
Aug 103 min read
The Journey: #31 Product Perception Penalty
In Customer Success, we spend a lot of time talking about value realization. But over the years, I’ve come to realize something just as...
Aug 103 min read
Avoid this Mistake as a New Leader Coming
One of the biggest mistakes I made as a new CS leader? Trying to change everything at once. I walked into the role with a list a mile...
Aug 51 min read
Context is a Strategy: How Smart CS Teams Use Headwinds and Tailwinds
Two of the most powerful things to report on as a Customer Success Leader? Headwinds. Tailwinds. If you're not talking about them, you're...
Aug 52 min read
The Journey: #30 Renewals by Design
Let’s get one thing straight: Renewals don’t just happen. They’re not a due date. Not a Salesforce stage. Not a task on your CSM’s...
Jul 273 min read
The Journey: #29 The Research Edge
When I started my first role in Customer Success, I thought I had it all figured out. I had been a power user of the product.I knew the...
Jul 223 min read
Compensation Is Strategy: Why Your CS Comp Plan Might Be Sending the Wrong Message
After 13+ years in Customer Success, there’s one lesson that has proven itself time and time again: People do what you pay them to do. If...
Jul 183 min read
The Silent Silo Killing Customer Value: Services
Everyone in SaaS loves to talk about breaking down silos between Sales and Customer Success. You’ve heard the calls to “align GTM” and...
Jul 172 min read
The Journey: #28 Personalized ≠ Customized
There was a time in my career when I believed that “wow” moments came from building everything from scratch. Every onboarding flow. Every...
Jul 143 min read
Your Past Doesn't Dictate Your Future
I used to believe success came from privilege. I was wrong. For most of my life, I let my upbringing, my education, my wealth, or lack of...
Jul 122 min read
Fear of Failure is Holding You Back
The greatest risk I ever took, was trying to play it safe. The greatest success I ever saw, was when I stopped. Over the past 13 years,...
Jul 91 min read
The CEO won't make or break your success quite like this leader ...
You want to know how I decide whether to take a CS leadership role? I start by evaluating the sales leader. After 13 years and 5 CS...
Jul 81 min read
The Journey: #27 The CSM Success Code
When I first stepped into CS leadership, I found myself managing a high-performing, high-engagement team full of hungry, driven CSMs. ...
Jul 63 min read
The Journey: #26 Face Time Matters
A few years ago, I was logging 200,000 miles a year. Great for my Delta status. Brutal on my body, marriage, and sanity. But completely...
Jun 302 min read
Market Impact Insights Podcast: Customer Success Isn't Optional - Kristi Faltorusso
ClientSuccess Chief Customer Officer Kristi Faltorusso admits a question that most customer success professionals can't answer: "How is...
Jun 301 min read
The Journey: #25 $2M, Ain't It
For years, we’ve been haunted by a number. Not a retention target. Not a CSAT score. Not even NRR. I’m talking about the mythical $2...
Jun 223 min read
The Journey: #24 So Long, Scaries
It used to hit me like clockwork. Sunday. 3:00 PM. That slow build of dread. The “Sunday Scaries” creeping in like a fog. But one Sunday,...
Jun 152 min read
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