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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 Leadership Mistake I Had to Unlearn
Early in my leadership career, I made a critical mistake—I gave feedback without examples. I thought I was being helpful, offering...
Feb 112 min read
How Strong Communication Saved $500K in ARR
Sounds Dramatic? Maybe. But It’s True. A few roles ago, I faced a major challenge: deprecating a product that our smaller customers...
Feb 102 min read
Mastering Delegation: The Leadership Superpower - How Delegation Almost Broke Me
Early in my career, delegation nearly broke me. Not because my team wasn’t capable, but because I didn’t know how to delegate properly. I...
Feb 82 min read
She's So Suite: The Inside Sales Rep turned Co-Founder & CEO of eWebinar ft. Melissa Kwan
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND MELISSA DISCUSS: Balancing Career and Relationships Best...
Feb 23 min read
The Journey: #005 Board to Death
I remember my first board meeting vividly—not because it was a home run, but because of the sheer anxiety and uncertainty leading up to...
Feb 24 min read
6 Sales Lessons That Made Me a Stronger Customer Success Professional
Some of the best lessons I’ve learned in Customer Success didn’t come from CS at all—they came from Sales. Early in my career at...
Jan 283 min read
The Modern Customer with Blake Morgan: Proactive Strategies for Customer Success: Personalization, Relationships, and AI Featuring Kristi Faltorusso
This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s...
Jan 281 min read
The Journey: #004 The Churn Autopsy
Let’s face it—you’re going to lose customers. It’s inevitable. Even the best CS teams out there can’t keep ‘em all. Over the years, I’ve...
Jan 263 min read
Rethinking Step One: How a Simple Onboarding Change Transformed Retention
Onboarding can make or break customer success. A few years ago—at a few different companies—I made a small tweak to the way we onboarded...
Jan 232 min read
New Exec, New Playbook: How to Navigate Leadership Changes
The average tenure of a SaaS executive? 18 months. That’s not long. And if you’re in Customer Success, that means you’re constantly...
Jan 232 min read
The Ripple: A Wednesday Women Podcast featuring Kristi Faltorusso
Your experience can change lives--whether you're a seasoned pro or new to leadership. Join us as Kristi Faltorusso shares how to overcome...
Jan 221 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
She's So Suite: The Hairstylist turned COO of OnTheClock ft. Nicole Hullihen
LISTEN TO THE LATEST SHE'S SO SUITE PODCAST IN THIS EPISODE KRISTI AND NICOLE DISCUSS: Harness Social Media Connections Leveraging...
Jan 203 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
Why I’ve Never Built the Same Customer Success Strategy Twice
I’ve never built the same Customer Success (CS) strategy twice. And honestly? I never will. Why? Because Customer Success is Never...
Jan 202 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
The Power of Personalized Recognition: How Understanding Your Team Can Drive Performance
My love language is Words of Affirmation. Praise and recognition motivate me and make me feel appreciated. A simple acknowledgment of my...
Jan 162 min read
The Journey: #002 Goals Gone Wild
We all want to wrangle Customer Success into measurable wins. But first, let’s agree on a few things: 🟢 The best way to retain customers...
Jan 133 min read
10 Years in Marketing Made Me a Better Customer Success Professional
My CS Superpower? Marketing. Before transitioning into Customer Success, I spent the first decade of my career immersed in the world of...
Jan 132 min read
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