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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: #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: #34 The Adoption Audit
One of the biggest challenges we faced with our customer base was this: on the surface, things looked fine. Customers had configurations...
Aug 253 min read
The Journey: #012 The Value Match
As a CSM, my # 1 focus in every customer interaction was simple: drive value. But here’s the thing—you can’t drive what you can’t...
Mar 233 min read
The Journey: #011 The Next 90 Days
When I stepped into my role as a new VP of Customer Success, the welcome was overwhelming—in the best way possible. My inbox flooded...
Mar 164 min read
Why Is Customer Success Still Being Excluded from Kickoff? It’s 2025—This Needs to Change.
Every year, companies host their annual Sales Kickoff (SKO)—a high-energy event designed to align teams, set strategy, and drive momentum...
Jan 272 min read
The Journey: #003 Handoff, Not Headache
I’ve been in Customer Success for over 13 years, and guess what? The Sales-to-CS handoff still sparks drama in way too many orgs. Even...
Jan 202 min read
Rocketlane: Propel 24 - Allowing Customer Results to Drive Your Strategy
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she puts results back at the center of onboarding and implementation....
Nov 1, 20241 min read
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