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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.
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,...
5 hours ago1 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...
1 day ago1 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
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 41 min read
She's So Suite:The Paleoethnobotanist turned Founder & CEO at Hyphenate ft. Debra Senra
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND DEBRA DISCUSS: 1. Embrace Custom Solutions Building tech that...
May 223 min read
The Journey: #20 The Interview Upgrade
When I interviewed for my first Customer Success role back in June 2012, after several conversations with various stakeholders, I made it...
May 182 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
The Journey: #19 The Difficult Departure
When I joined this particular company a few years ago, there wasn’t much in place. No team, no structure, no clear strategy. Just a blank...
May 112 min read
The Journey: #18 Status Quo Syndrome
Over the years, I’ve learned what questions to ask during the interview process to set myself up for success. I got clear on what I...
May 53 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
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 273 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 274 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 274 min read
The Journey: #17 The Land Grab
One of the quiet games happening inside every growing company is the "land grab." Leaders fight to take over more teams. More revenue....
Apr 272 min read
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