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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.
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 10, 20252 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 8, 20252 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 8, 20252 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 28, 20253 min read
Kristi Faltorusso Named Finalist for Pavilions 2024 GTM Awards - Startup CCO of the Year
Take a look at the complete list of nominees. https://www.joinpavilion.com/gtm-awards
Jan 27, 20251 min read
Why Is Customer Success Still Being Excluded from Kickoff? It’s 2025—This Needs to Change.
Every year, companies host their annual Sales Kickoff (SKO)—a high-energy event designed to align teams, set strategy, and drive momentum...
Jan 27, 20252 min read
Rethinking Step One: How a Simple Onboarding Change Transformed Retention
Onboarding can make or break customer success. A few years ago—at a few different companies—I made a small tweak to the way we onboarded...
Jan 23, 20252 min read
New Exec, New Playbook: How to Navigate Leadership Changes
The average tenure of a SaaS executive? 18 months. That’s not long. And if you’re in Customer Success, that means you’re constantly...
Jan 23, 20252 min read
The Power of Coming Together as a Leadership Team: Why Offsites Matter
As a leader, stepping away from the day-to-day grind can feel like a luxury. But it’s in those moments of reflection and alignment that...
Jan 21, 20253 min read
Why I’ve Never Built the Same Customer Success Strategy Twice
I’ve never built the same Customer Success (CS) strategy twice. And honestly? I never will. Why? Because Customer Success is Never...
Jan 20, 20252 min read
The Sales-to-CS Handoff Won’t Save You—Here’s What Will
Too many Customer Success teams treat the Sales-to-CS handoff like some magical resource—one that holds all the secrets to a customer’s...
Jan 17, 20253 min read
🔮 The Future of Customer Success in 2025: My Prediction
We may not have a crystal ball, but we do have something even better—an incredible community of smart, insightful voices in Customer...
Jan 17, 20251 min read
The Power of Personalized Recognition: How Understanding Your Team Can Drive Performance
My love language is Words of Affirmation. Praise and recognition motivate me and make me feel appreciated. A simple acknowledgment of my...
Jan 16, 20252 min read
Matik Names Kristi Faltorusso as a Top Customer Success Influencer to Follow in 2025
From Matik: Customer success is a constantly evolving field. To stay on top of the latest trends, strategies, and best practices, it...
Jan 14, 20251 min read
10 Years in Marketing Made Me a Better Customer Success Professional
My CS Superpower? Marketing. Before transitioning into Customer Success, I spent the first decade of my career immersed in the world of...
Jan 13, 20252 min read
Kristi Faltorusso Recognized as a Top 300 Woman in SaaS by SalesIntel.io
I’m beyond honored to share that I’ve been included in the 300 Women Making An Impact in SaaS list! This recognition feels especially...
Jan 13, 20251 min read
Work-Life Balance: A Myth Worth Letting Go
For years, we’ve been sold the idea of work-life balance. It’s a phrase that gets tossed around in professional circles, self-help books,...
Jan 11, 20253 min read
Why Most Companies Aren't Ready for AI—and What to Do About It
When it comes to AI, most companies aren’t as ready as they think. The problem isn’t the technology; it’s something far more fundamental:...
Jan 9, 20252 min read
Impact > Activities: Be Clear on the What, Flexible on the How
In leadership, customer success, and life, one mantra has guided me time and again: be clear on the what, flexible on the how. This...
Jan 7, 20252 min read
January: The Prime Time to Align with Your Customers
If you don’t know your customers’ goals by the end of January, that’s a you problem. Let me explain. As a Customer Success Manager (CSM),...
Jan 6, 20252 min read
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