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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.
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 232 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 213 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 202 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 173 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 171 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 162 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 141 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 132 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 131 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 113 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 92 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 72 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 62 min read
Take Control of Your Career: Why Self-Advocacy Is Your Secret Weapon
🚨 PSA: No One Is Going to Advocate for Your Career Like You Will 🚨 Here’s the cold, hard truth: No one—not your peers, not your...
Dec 3, 20242 min read
STOP Confusing Activity with Impact: Rethinking Engagement in Customer Success
Too many Customer Success (CS) pros are falling into a dangerous trap: equating activity with value. Let me be clear—more meetings do NOT...
Nov 20, 20242 min read
From “Excuses” to Impact: How CS Leaders Can Transform Churn Insights into Actionable Strategies
Raise your hand if you’ve ever been told your data-backed churn insights sound like “excuses.” 🙋 Yeah, same. Here’s the frustrating...
Nov 18, 20242 min read
"CSM's Have NO Sense of Urgency", says Sales
"Customer Success Managers have NO sense of urgency." That was the response I got when I asked a seasoned sales executive and well-known...
Nov 15, 20241 min read
Your Generic Health Score Is Contributing to Your Churn Problem
“Customer Success looks different at every company.” Everyone nods their heads in agreement, but then… why do most companies have the...
Nov 15, 20242 min read
Transform Satisfied Customers into Brand Champions
Imagine if your customers weren't just satisfied, but actively championing your brand. The key to unlocking this level of advocacy?...
Aug 13, 20242 min read
If Your Customer Success Team Isn't Defining Your ICP, You're Acquiring Churn
In today's competitive business landscape, understanding your Ideal Customer Profile (ICP) is crucial for targeting the right prospects...
Jun 28, 20242 min read
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