Here's how
we fix it.
The structure problem has a solution. It's called the EVOLVE Framework™.
Most CS teams are built on instinct and inherited process. The EVOLVE Framework™ replaces that with a deliberate, proven system, one that turns reactive account management into a retention and expansion engine. Built from 14 years of doing this inside real SaaS companies, not from a whiteboard.
Few 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
By the Numbers
3,500+
Companies Consulted
Advised and Trained
I've worked with and trained over 3,500 companies to design, optimize, and transform their post-initial sales motion.
60k+
Followers across platforms
My content, philosophies and expertise reach over 60k CS professionals daily.
30B+
Impacted Revenue
On average, the companies I partner with manage over $20M in revenue across their customer base
14+
Years of B2B SaaS Customer Success
14 years of Customer Success experience, building, scaling, and transforming teams in B2B SaaS.
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.
Here's Where I Come In
Most CS teams are built on hope and inherited processes. I fix that.
I work with founders and CS leaders at Series A–C SaaS companies through consulting, advisory, and coaching, building the structure, systems, and skills that turn Customer Success into a reliable growth function.
Built for your business. Not someone else's.
The framework is proven. The application is yours.
Every Series A–C SaaS company has different customers, different teams, and different gaps. The EVOLVE Framework™ gives us the structure — but how we deploy it is built around your specific business, your stage, and what's actually breaking down. No copy-paste. No one-size-fits-all. Just the right system, built for how you operate.
Hey there,
I'm Kristi
I'm a CCO-turned-consultant who has built Customer Success organizations from the ground up, five times, inside real B2B SaaS companies. I've seen what breaks, what scales, and what actually drives retention. Now I help Series A–C founders and CS leaders build the infrastructure to make it all predictable. No fluff. No theory. Just the work.
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Two podcasts, one mission: helping you lead better. After the Close covers the real strategies behind building and scaling Customer Success, no fluff, just the work. She's So Suite is for the women leading at the highest levels, with honest conversations about what it actually takes.
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There’s a new episode dropping every week, and trust me,
you don’t want to miss it.
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Rate it, review it, or pass it to a friend or colleague. Sharing is caring…
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