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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.


Jan 211 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 173 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 171 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 141 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...


Nov 20, 20241 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 15, 20242 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 5, 20241 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...
Aug 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...
Apr 30, 20241 min read
The Data-Driven CCO: Transforming Customer Insights into Strategic Actions
In leading a Customer Success team, you'll find that there's such a thing as too much data. So how do you avoid "paralysis by analysis"?...


Apr 30, 20243 min read
The Power of Being Easy to Work With in Customer Success: A Collaborative Approach to Success
In the world of Customer Success, there's a quality that often goes overlooked but can make a world of difference: being easy to work...


Apr 29, 20242 min read
The Marathon of Customer Success: Lessons Learned from Training Runs
As I wrapped up my final 12-mile training run before a series of upcoming half marathons in May, I couldn't help but draw parallels between
Apr 24, 20241 min read
Capturing the Definition of Customer Success with Kristi Faltorusso
Kristi Faltorusso discusses her journey from Marketing to Chief Customer Officer, emphasizing celebrating success and navigating the...
Apr 15, 20241 min read
The Customer Success Pro: Customer Success Career Path to the C-Suite with Kristi Faltorusso
Navigating your Customer Success Career with Kristi Faltorusso In this episode of the Customer Success Pro podcast, Anika Zubair...
Mar 26, 20241 min read
Lifetime Value: Common Misconceptions of Customer Success
We in Customer Success spend a good deal of time talking about what it is that we do (almost anything, depending). But there is an art to...

Mar 11, 20242 min read
Unleashing the Power of AI in Customer Success: A Comprehensive Breakdown
In the rapidly evolving landscape of customer success, the integration of Artificial Intelligence (AI) has become a paramount...


Mar 7, 20241 min read
CS Leadership Bootcamp - Q1 2024: Designing a Content Strategy to Help Customers Succeed
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, for this 60 minute bootcamp on how to design a content strategy to...


Nov 1, 20231 min read
Anatomy of a High-Performing Health Score for Your Customer Success Team
Designing a Customer Health Score might be one of the most important and daunting exercises for a Customer Success Leader. Often times...
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