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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.
[Un]Churned: 3 CS Trends that Will Define 2026 with Kristi Faltorusso
The customer success landscape is about to shift dramatically. Kristi Faltorusso, fresh off her departure from ClientSuccess after five years, reveals the three trends that will define CS in 2026—and the second one might surprise you. From the explosion of CS Ops to the “ERR apocalypse” hitting tech stacks across the industry, Kristi breaks down what’s coming and how to prepare. Plus, she shares the uncomfortable truth about why she left a job she loved and how an hour a day
7 minutes ago1 min read
Whispered Hiring Podcast: Failure is Required to be Successful with Kristi Faltorusso
Takeaways for GTM leaders: #1: Build Your LinkedIn Presence Into a Direct Hiring Pipeline That Replaces Recruiters Kristi grew her LinkedIn following to over 57,000 followers, primarily in the CX space, which has become her primary hiring platform. One LinkedIn post generates hundreds of qualified applicants, and her network delivers pre-vetted referrals on demand. This eliminates recruiter dependency for most roles and dramatically reduces hiring risk through trusted recomm
11 minutes ago2 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 30, 20251 min read
Now At Night: The Fun Side of Customer Success with Kristi Faltorusso
Read the episode summary: In this episode, we sit down with the legendary Kristi Faltorusso Customer Success powerhouse, startup...
Jun 4, 20251 min read
Grow Your B2B SaaS Podcast: The CS Playbook: How to Scale Retention & Growth in B2B SaaS
In the first episode of season 6 of the Grow Your B2B SaaS podcast, we discuss how customer success helps B2B SaaS companies grow by...
May 13, 20251 min read
The BEST and Most Important Conversation I've Ever Recorded: Growth Mixtape with Bob Mathers
Today we talk to Kristi Faltorusso, who is a Chief Customer Officer, a LinkedIn Influencer, and CS Strategist. She’s a very big deal. ...
Apr 29, 20252 min read
Closing Time Podcast: Revenue, Renewals, and the Evolving Role of Customer Success
Do your customer success managers assist customers? Yes. But do they also handle renewals? Upsells? Expansion? Cross-sell? If it feels...
Apr 29, 20251 min read
She's So Suite: The Journalism turned Sales Manager at Dreamdata ft. Laura Erdem
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND LAURA DISCUSS: Financial Security Enables Risk-Taking Building...
Apr 27, 20253 min read
She's So Suite: The Veterinarian turned CCO at SAI360 ft. Paula Sobb
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND PAULA DISCUSS: Career Journeys are Not Linear Both Kristi and...
Apr 27, 20254 min read
She's So Suite: The Astronomer turned CEO at Virtual Field ft. Rachel Krug
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND RACHEL DISCUSS: Career Paths Aren’t Linear—And That’s Okay:...
Apr 27, 20254 min read
Rebels of SaaS: A Rebels Guide to Navigating Networking Red Flags in B2B SaaS
In this episode, we dive into the world of tech networking with special guest Kristi Faltorusso, Chief Customer Officer of ClientSuccess....
Apr 10, 20251 min read
She's So Suite: The Spy turned CEO & Founder of Avenue Talent Partners ft. Amy Volas
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND AMY DISCUSS: Power of Communication : Effective communication is...
Mar 16, 20253 min read
She's So Suite: The Pilot turned Product Lead Growth Expert ft. Leah Tharin
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND LEAH DISCUSS: Embrace Career Changes Leah's unexpected journey...
Mar 16, 20253 min read
She's So Suite: The Social Worker Turned VP at Agility PR Solutions ft. Pragya Dubey
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND PRAGYA DISCUSS: 1. Importance of Perseverance Success demands...
Feb 23, 20253 min read
The Ops Drop S1E5: Customer Success Ops - The Best Playbook is No Playbook Featuring Kristi Faltorusso
In this episode, we sit down with Kristi Faltorusso, a seasoned Customer Success leader and Chief Customer Officer at ClientSuccess, to...
Feb 11, 20251 min read
She's So Suite: The Inside Sales Rep turned Co-Founder & CEO of eWebinar ft. Melissa Kwan
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND MELISSA DISCUSS: Balancing Career and Relationships Best...
Feb 2, 20253 min read
The Modern Customer with Blake Morgan: Proactive Strategies for Customer Success: Personalization, Relationships, and AI Featuring Kristi Faltorusso
This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s...
Jan 28, 20251 min read
The Ripple: A Wednesday Women Podcast featuring Kristi Faltorusso
Your experience can change lives--whether you're a seasoned pro or new to leadership. Join us as Kristi Faltorusso shares how to overcome...
Jan 22, 20251 min read
Your Customer, Your Success: Episode #7 New Year, New Success - Customer Success Strategy
In this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess...
Jan 21, 20251 min read
She's So Suite: The Hairstylist turned COO of OnTheClock ft. Nicole Hullihen
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND NICOLE DISCUSS: Harness Social Media Connections Leveraging...
Jan 20, 20253 min read
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