Everyone’s needs in Customer Success are different. That’s why I’ve curated resources and services tailored for ICs, Leaders, and Investors.
REDEFINE.
The Future of Customer Succes Starts with YOU.
REDESIGN.
REIGNITE.
Allow me to share my experience going from CSM to CCO.
My guess is that if you've found yourself here on my site that someone you trust mentioned my name, you've stumbled across one of my LinkedIn posts, you've followed the Top 25 CS Influencers list, you've heard me speak at an event or attended one of my famous CS Leadership Bootcamps. Whatever path you took, I'm glad you're here. This site is filled with tons of resources and insights to help you become the best Customer Success Professional you can be.
Allow me to share a bit more of my journey and how I can help you, your team and your company embrace a more customer-centric approach to success.
Featured In:
My Approach
Strategy
Discover my methodical approach to customer management, where we view success through the lens of people, process, and technology. Together, we’ll design or refine your Customer Success strategy to drive impactful results.
Execution
Let me guide and collaborate with you to design, implement, and launch your enhanced Customer Success strategy. Together, we’ll ensure seamless execution with effective change management.
My philosophy
is simple ... we have to E.V.O.L.V.E.
My philosophy is that Customer Success is a journey of evolution. By engaging authentically, validating goals, leading with intention, and empowering customers, we create partnerships that last. Success isn’t about transactions, it’s about trust, value, and growth that transforms both teams and businesses. That’s why we need to EVOLVE Customer Success from being transactional and reactive to strategic
and proactive.
Engage.
Forge authentic connections from day one, creating trust and alignment. Engagement lays the foundation for long-lasting partnerships and sets the stage for meaningful customer outcomes.
Validate.
Confirm goals, expectations, and success metrics early. Validation ensures customers feel heard, aligned, and confident, reducing misunderstandings and building a clear path to measurable impact.
Onboard.
Equip customers with the tools, guidance, and processes needed to succeed quickly. A strong onboarding accelerates time to value and reduces friction across the journey.
Lead.
Go beyond account management—become a trusted advisor. Leadership means guiding customers with insights, best practices, and foresight that inspire confidence and strengthen long-term partnerships.
Value.
Continuously highlight and prove the impact your solution delivers. Showing value drives retention, fuels growth opportunities, and reinforces the importance of your partnership over time.
Empower.
Enable customers to be confident, self-sufficient advocates. Empowered customers champion adoption internally, sustain results independently, and become powerful promoters of your product and partnership.
Value & Impact
Whether through education, coaching, consulting, or leveraging my resources, you’re guaranteed to experience meaningful value and lasting impact—both professionally and organizationally.
It’s all about
a dialogue
A few words from my clients.
Marius Laza
CCO, Tidio
"Some things were going great and some I was working on improving but what I didn’t know I needed was another person "in the room". The meetings Kristi and I have consistently deliver new opportunities, reassure me in difficult situations, and uncover blind spots. Must have for executive leaders."
Francesca Jabbour
Director of Customer Success, LeaseCake
"Kristi's inspiring guidance was instrumental as I stepped into a new director role and tackled an organization-wide transformation. Her keen auditing skills and strategic insights empowered me to excel in record time. I deeply value her leadership and highly recommend her to anyone looking to elevate their customer success expertise."
Brenda Salce-Garcia
VP of Client Success, Madhive
"As we transformed our Customer Success team, we brought in Kristi Faltorusso for an on-site training workshop. Her expertise, insights, and resources were invaluable, equipping our team to embrace change with confidence. Kristi’s impact was immediate and lasting—we highly recommend her to any organization looking to elevate their CS practice."
