It's Time to EVOLVE
The EVOLVE Framework™ is a modern approach to Customer Success that turns reactive account management into proactive, outcome-driven partnerships. It guides teams to engage early with authenticity, validate goals and expectations, onboard with intention, lead with insight, demonstrate value consistently, and empower customers to become confident, independent champions. It’s not just a process—it’s the path to lasting impact.
The Heart of Business Impact is CS
Customer Success is more than a function, it’s the driving force that transforms relationships into retention, insights into growth, and partnerships into measurable business outcomes.
Kind words from previous clients
"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."
Marius Laza
CCO, Tidio
"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."
Francesca Jabbour
Director of CS, LeaseCake
"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."
Brenda Salce-Garcia
VP of CS, Madhive
“Kristi Faltorusso’s training at our team retreat delivered exceptional value and immediately actionable insights. Her session was transformative, combining strategic frameworks with practical tools we could use right away. The real-world examples and case studies made the content relatable, credible, and directly applicable to our own client relationships.”
Sherry Calkins
SVP of Global Accounts, Geotab
Tailored to Meet
Your Needs
Customer Success is not one-size-fits-all, and neither am I. Every team, product, and customer base is different, which means your approach has to be too. I don’t bring rigid frameworks or a pre-set playbook. I meet you and your team exactly where you are and build what you need to move forward with clarity, confidence, and real results.
Ready to Transform Your CS Strategy?
Whether you’re a leader looking for strategic guidance, a business aiming to turn retention into revenue, or a team ready to elevate your impact, I’ll help you make it happen. Through coaching, consulting, and enablement, I bring the frameworks, tools, and real-world experience to turn vision into outcomes, and customers into lasting growth.
After the Close Blog
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Sign Up to My Newsletter
The Journey is a weekly newsletter read by 16,000+ Customer Success professionals. Each issue delivers stories, strategies, and lessons from the frontlines of SaaS—designed to inspire, challenge, and guide you at every
stage of the customer journey.
Stories and Advice for Modern Leaders
Listen to My PodcastS
From female leadership inspiration to the unfiltered lessons I learned moving from CSM to CCO, to practical strategies you can put to work in Customer Success and SaaS—I’ve got you covered.
Tune in to the latest Episode
There’s a new episode dropping every week, and trust me,
you don’t want to miss it.
Follow along on Spotify, YouTube, Apple, or Amazon.
And if you’re into it, tell me what you think.
Rate it, review it, or pass it to a friend or colleague. Sharing is caring…
and it helps the show reach the people who need it.
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Hey there, I'm Kristi
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 SuccessCOACHING 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.
Free Downloads to Elevate Your Game
Ready to elevate your CS game, but not sure where to start? I've got you covered! Download my free guide, packed with expert tips and actionable strategies to help you build skills that help you stand out.
What you'll find?
Guides, resources, ebooks, tools, and so much more. I wish I had these when I was getting started in Customer Success. But I've done the work, so you don't have to.
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