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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.
If You Can’t Forecast Retention, You Can’t Lead Customer Success
Early in my Customer Success career, I made a huge mistake. I thought forecasting was just another way to “surprise and delight.” My...
Oct 72 min read
The Journey: #40 CAB, PAB, EAB ... Oh My
In 2009, I was a mid-20-something marketer just trying to figure it all out. I was using a software platform that helped manage my...
Oct 62 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 Artist turned The Founder at The Borden Group ft. Melanie Borden
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND MELANIE DISCUSS: 1. Embracing the Unpredictable Career Path...
Sep 83 min read
She's So Suite: The Fashion Designer turned Founder at Down to a T ft. Talya Heller G
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND TALYA DISCUSS: 1. You Don’t Need a Perfect Plan Some of the...
Sep 84 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 Journey: #35 Decision to Downsell
Customer Success has always been about helping customers realize value: understand the use cases, configure the solution, drive adoption,...
Sep 12 min read
The Journey: #33 Flip the Risk
I remember my first CSM role when the business really started to scale. Suddenly, “risk” became the centerpiece of every conversation. At...
Aug 172 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
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 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
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
She's So Suite: The Ballerina turned Founder and CEO at The Fairy Job Mom ft. Alexis Scott
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND ALEXIS DISCUSS: 1. Career Reinvention & Taking Risks A central...
May 224 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
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