top of page
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.
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...
Oct 82 min read
The Journey: #38 Silence the Silence
I didn’t grow up in a white-collar home. My parents owned and worked in a delicatessen for over 45 years. Together, they ran that...
Sep 282 min read
The Journey: #37 Leadership, Not Mentorship
We often blur the lines between leadership and mentorship, but here’s the truth: just because you are someone’s leader does not mean you...
Sep 282 min read
She's So Suite: The World Traveler turned Founder & SVP at Certinia ft. Deb Ashton
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND DEB DISCUSS: 1. Career Paths Are Rarely Straightforward Deb’s...
Sep 83 min read
She's So Suite: The Actress Turned SVP of Marketing at Pavilion ft. Kathleen Booth
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND LESLIE DISCUSS: 1.Owning Your Own Business =/= Work-Life Balance...
Sep 83 min read
She's So Suite: The Teacher Turned President & CSO at The Engineered Innovation Group ft. Karen Mangia
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND KAREN DISCUSS: Success Is a Personal Definition Karen emphasized...
Sep 83 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
The Journey: #32 The Missing Mindreader
For as long as I can remember, I’ve been ambitious. Every job I’ve ever had came with a built-in, personal side project: designing the...
Aug 103 min read
The Journey: #30 Renewals by Design
Let’s get one thing straight: Renewals don’t just happen. They’re not a due date. Not a Salesforce stage. Not a task on your CSM’s...
Jul 273 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
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
The Journey: #26 Face Time Matters
A few years ago, I was logging 200,000 miles a year. Great for my Delta status. Brutal on my body, marriage, and sanity. But completely...
Jun 302 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 301 min read
The Journey: #25 $2M, Ain't It
For years, we’ve been haunted by a number. Not a retention target. Not a CSAT score. Not even NRR. I’m talking about the mythical $2...
Jun 223 min read
The Journey: #24 So Long, Scaries
It used to hit me like clockwork. Sunday. 3:00 PM. That slow build of dread. The “Sunday Scaries” creeping in like a fog. But one Sunday,...
Jun 152 min read
The Journey: #23 All Systems Go
When I started my career as a CSM, everything felt manageable. I had a book of business, a list of clear priorities, a schedule that I...
Jun 83 min read
She's So Suite: The Marine Biologist turned Founder of The Sales-Led GTM Agency ft. Leslie Venetz
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND LESLIE DISCUSS: Redefining Success and Self-Worth True worth isn’t...
Jun 74 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
bottom of page