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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.
The Journey: #31 Product Perception Penalty
In Customer Success, we spend a lot of time talking about value realization. But over the years, I’ve come to realize something just as...
Aug 103 min read
The Journey: #29 The Research Edge
When I started my first role in Customer Success, I thought I had it all figured out. I had been a power user of the product.I knew the...
Jul 223 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
The Silent Silo Killing Customer Value: Services
Everyone in SaaS loves to talk about breaking down silos between Sales and Customer Success. You’ve heard the calls to “align GTM” and...
Jul 172 min read
The Journey: #28 Personalized ≠ Customized
There was a time in my career when I believed that “wow” moments came from building everything from scratch. Every onboarding flow. Every...
Jul 143 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: #27 The CSM Success Code
When I first stepped into CS leadership, I found myself managing a high-performing, high-engagement team full of hungry, driven CSMs. ...
Jul 63 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
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
The Journey: #14 The Automated Advantage
When I started my Customer Success journey, we didn’t have AI. Heck, we barely had folders we could find. No centralized hub. No...
Apr 62 min read
Why Your Onboarding Program Failed (And How to Fix It)
Let’s rip the Band-Aid off. Your onboarding program failed. And here’s why: You built it to serve your company — not your customer. I’ve...
Apr 33 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 211 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
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
Productea: 84: Kristi Faltorusso - Aligning Customer Success and Product Management
Kristi Faltorusso, a CS executive and coach, joins me in this high-energy conversation about customer success-assisted onboarding,...
Nov 20, 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
No Hold Time: Selfless Giving and Building a Customer Success Team | Kristi Faltorusso (ClientSuccess)
Don't be afraid to share your "secret sauce." The way you raise up yourself, your organization, and everyone around you is through...
Nov 5, 20241 min read
Tailoring Customer Onboarding to Solve Pain Points with Kristi Faltorusso, CCO @ClientSuccess
Todd Kirk and Casey Trujillo are joined by Kristi Faltorusso, the Chief Customer Officer for ClientSuccess. They emphasize the need to...
Aug 5, 20241 min read
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