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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.
Customer Success is Driving More Revenue Than You Think – You’re Just Not Measuring It
Renewals aren’t the only way CS drives revenue. But they’ve become the default. And when something becomes the default, it becomes the...
May 143 min read
Sprouts.ai Features Kristi Faltorusso as a Top B2B Influencer Re-Inventing GTM in 2025
Check out the full LinkedIn Post here.
May 121 min read
The Underrated Power Couple: Customer Success and Marketing
While most companies are focused on aligning Customer Success and Sales, I’ve been quietly and intentionally building something even more...
May 52 min read
Kudos Narrative Names Kristi Faltorusso a Top 100 Emerging Female Creators
Message from Margo Laz : "Our 'Top 100 Emerging Female Creators' list is LIVE! 🔥 Comment “+” to get it – fast-growing, zero-BS voices...
May 51 min read
Growth Lives in the Gray: Why Waiting for "Perfect Health" Can Kill Opportunity
Early in my Customer Success career, I had a bad habit. I blocked expansion conversations at the first sign of risk. If a customer wasn’t...
May 22 min read
Your Career is Your Responsibility: How to Advocate for Growth Without Sounding Entitled
For the first few years of my career, I thought I was doing everything right. I worked hard. I delivered results. I kept my head down and...
May 12 min read
Kristi Faltorusso Recognized as the Top Female Customer Experience Content Creator Worldwide
Favikon analyzed all Social Media platforms and found the Kristi Faltorusso is the top Female CX Content Creator worldwide. Check out the...
Apr 291 min read
Stop Glorifying Scale: Build the Foundation First
Let’s cut to the chase. It’s time we stop glorifying scaling. Scaling doesn’t start the journey—it’s what comes after you’ve found the...
Apr 242 min read
Stop Canceling Your 1:1s – Your Team Deserves Better
Let’s cut to the chase: If you’re regularly canceling 1:1 meetings with your team, you’re sending the wrong message—loud and clear. These...
Apr 112 min read
The One Question That Changed Our Renewal and Expansion Outcomes
If you're working with mid-size to Enterprise customers, there’s one simple question that can significantly improve your renewal and...
Apr 102 min read
How I Stopped Letting My Week Lead Me (And Took Back Control With Intention)
For years, I let my calendar — and my inbox — dictate my priorities. Back-to-back meetings. Constant pings. A never-ending to-do list. I...
Apr 82 min read
RACIs Aren’t Weapons — They’re Blueprints
When used correctly, a RACI can bring much-needed clarity to a cross-functional team. But when misused? It becomes a weapon — one that...
Apr 82 min read
Why Your Onboarding Program Failed (And How to Fix It)
Let’s rip the Band-Aid off. Your onboarding program failed. And here’s why: You built it to serve your company — not your customer. I’ve...
Apr 33 min read
Questions to Ask in Your CSM Interview to Get Ahead of Product Issues
Great CSMs can't make up for bad product. And no, that’s not your fault. I’ve been there. You show up to work with all the enthusiasm in...
Mar 243 min read
The Leadership Mistake I Had to Unlearn
Early in my leadership career, I made a critical mistake—I gave feedback without examples. I thought I was being helpful, offering...
Feb 112 min read
Sprouts.ai Recognizes Kristi Faltorusso as a 25 SaaS Customer Champion
As featured on LinkedIn: "Great businesses don’t just acquire customers; They build relationships that drive growth and retention. ...
Feb 111 min read
How Strong Communication Saved $500K in ARR
Sounds Dramatic? Maybe. But It’s True. A few roles ago, I faced a major challenge: deprecating a product that our smaller customers...
Feb 102 min read
Mastering Delegation: The Leadership Superpower - How Delegation Almost Broke Me
Early in my career, delegation nearly broke me. Not because my team wasn’t capable, but because I didn’t know how to delegate properly. I...
Feb 82 min read
Why Your Customers Aren’t Telling You the Truth
Let’s start with a hard truth: Your customers are lying to you. Not because they want to. Not because they’re trying to be deceptive....
Feb 82 min read
6 Sales Lessons That Made Me a Stronger Customer Success Professional
Some of the best lessons I’ve learned in Customer Success didn’t come from CS at all—they came from Sales. Early in my career at...
Jan 283 min read
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