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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.
If Your Team Is Underperforming, It’s On You
If you’re not equipping your team to win, their underperformance is a reflection of your leadership, not their potential. That may sting...
13 hours ago2 min read
Why Your Weekly Customer Calls Don’t Make You Strategic
Let’s clear something up: Showing up to weekly or bi-weekly calls with your customers does NOT make you proactive. And it definitely does...
2 days ago2 min read
If You Can’t Forecast Retention, You Can’t Lead Customer Success
Early in my Customer Success career, I made a huge mistake. I thought forecasting was just another way to “surprise and delight.” My...
3 days ago2 min read
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...
Aug 211 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...
Aug 192 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
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
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
When Playbooks Hurt More Than They Help: A Cautionary Tale from a CS Leader
Early in my Customer Success leadership journey, I believed playbooks were the answer to everything. Renewal on the horizon? Playbook....
Jun 42 min read
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
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