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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.
Stop Glorifying Scale: Build the Foundation First
Let’s cut to the chase. It’s time we stop glorifying scaling. Scaling doesn’t start the journey—it’s what comes after you’ve found the...
21 hours ago2 min read
The Journey: 15 Unseen, Unsaid, Unknown
I used to think I was that manager—the one everyone trusted. The cool boss. Like how Regina George's mom thought she was the "Cool Mom"....
Apr 133 min read
How to Land a Job in Customer Success - ft. 3 Customer Success Experts!
How to Land a Job in Customer Success - ft. 3 Customer Success Experts! Discover how to get a job in customer success and secure coveted...
Apr 111 min read
Stop Canceling Your 1:1s – Your Team Deserves Better
Let’s cut to the chase: If you’re regularly canceling 1:1 meetings with your team, you’re sending the wrong message—loud and clear. These...
Apr 112 min read
CS Leadership Bootcamp Series: Onboarding Edition - Session 4 Ditch the Days
Time alone doesn’t tell the full story—outcomes do. We’ve all seen it: onboarding success measured by how fast you can “go live.” But...
Apr 101 min read
How I Stopped Letting My Week Lead Me (And Took Back Control With Intention)
For years, I let my calendar — and my inbox — dictate my priorities. Back-to-back meetings. Constant pings. A never-ending to-do list. I...
Apr 82 min read
RACIs Aren’t Weapons — They’re Blueprints
When used correctly, a RACI can bring much-needed clarity to a cross-functional team. But when misused? It becomes a weapon — one that...
Apr 82 min read
The Journey: 014 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
CS Leadership Bootcamp: Onboarding Edition - Designing for Change Management
Most onboarding programs focus on teaching users how to use a product—but that’s not enough. True success comes when customers actually...
Apr 31 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
The Journey: #013 Churn in Focus
When I became a VP of Customer Success for the second time, I was pumped. I had a seat at the table. I had a team to lead. But ... I had...
Mar 302 min read
Questions to Ask in Your CSM Interview to Get Ahead of Product Issues
Great CSMs can't make up for bad product. And no, that’s not your fault. I’ve been there. You show up to work with all the enthusiasm in...
Mar 243 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
She's So Suite: The Spy turned CEO/Founder of Avenue Talent Partners ft. Amy Volas
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND AMY DISCUSS: Power of Communication : Effective communication is...
Mar 163 min read
She's So Suite: The Pilot turned Product Lead Growth Expert ft. Leah Tharin
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND LEAH DISCUSS: Embrace Career Changes Leah's unexpected journey...
Mar 163 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
The Journey: #008 Earned, Not Given
Have you ever scrolled through 12 pages of terms and conditions, pretending you’d read them, just to click “I Agree”? Yeah, me neither....
Feb 233 min read
She's So Suite: The Social Worker Turned VP at Agility PR Solutions ft. Pragya Dubey
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND PRAGYA DISCUSS: 1. Importance of Perseverance Success demands...
Feb 233 min read
The Journey: #007 Uncommon Sense
When something has been obvious to you for years, it’s easy to assume it’s common sense to everyone else. But that assumption? It’s a...
Feb 163 min read
The Ops Drop S1E5: Customer Success Ops - The Best Playbook is No Playbook Featuring Kristi Faltorusso
In this episode, we sit down with Kristi Faltorusso, a seasoned Customer Success leader and Chief Customer Officer at ClientSuccess, to...
Feb 111 min read
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