Kristi Faltorusso
Going From CSM to CCO
About Kristi
I'm a highly accomplished Customer Success Executive with a proven track record of success in building, scaling and transforming Customer Success departments within rapidly-growing B2B SaaS enterprises. With my extensive expertise spanning over a decade, I have consistently guided numerous organizations in redefining their Customer Success strategies, leading to notable improvements in customer retention rates, substantial long-term revenue growth, and the cultivation of strong customer advocacy.
The Approach
At the heart of my approach to Customer Success is a relentless focus on four pillars: customers, people, process, and technology. Everything begins with the customer—understanding their needs, goals, and aspirations to deliver value at every stage of their journey. I believe success is driven by empowered people, so I invest in building strong teams and fostering a culture of curiosity, accountability, and innovation. Processes are the backbone of scalability, and I emphasize designing efficient, repeatable systems that drive consistency without sacrificing personalization. Finally, I leverage technology as an enabler, selecting and optimizing tools that enhance customer experiences and streamline operations. By aligning these elements, I help organizations create sustainable, impactful Customer Success practices that drive growth and loyalty.
I'm a highly accomplished Customer Success Executive with a proven track record of success in building, scaling and transforming Customer Success departments within rapidly-growing B2B SaaS enterprises. With my extensive expertise spanning over a decade, I have consistently guided numerous organizations in redefining their Customer Success strategies, leading to notable improvements in customer retention rates, substantial long-term revenue growth, and the cultivation of strong customer advocacy.
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Kristi in Numbers
$1B +
In Managed and Influenced ARR
20 +
Industry Awards
50K Followers
Across Social Media Platforms
13
Years of Experience
The Recognition
Customer Success Experience
Chief Customer Officer
ClientSuccess
2021 - Present
ClientSuccess is a Customer Success Management solution that provides customers the ability to operationalize their Customer Success Management program. As the CCO I oversee the Success, Support and Services teams where we are responsible to helping our customers achieve their business outcomes while ensuring a positive experience.
VP of Customer Success
Intellishift
2020 - 2021
IntelliShift is a telematics solution providing insights and data to fleet managers to enhance efficiency, promote safety and grow profitability. As the VP of Customer Success I oversaw the post initial sales organization responsible for adoption and growth of the solution.
VP of Customer Success
BetterCloud
2018 - 2019
BetterCloud is the market creator and leader for SaaS Operations Management, help IT and Security teams protect and manage their digital footprint. As the VP of Customer Success I built and scales their CS program to support adoption and growth across their customer base.
Global Director of Enterprise
Customer Success
Sisense
2018 - 2019
Sisense is the leader in providing embedded analytics, helping organizations democratize data and promote data driven decisions. As the Global Director of Enterprise Customer Success, I was responsible for the oversight on the Enterprise team providing strategic support and guidance for the company’s largest global customers.
Sr. CSM > VP of Practice Development and Enterprise Customer Success
BrightEdge
2012 - 2018
BrightEdge is the leader in Search Engine Optimization software helping global organizations manage and scale their content programs for organize search performance. As the VP of CS and Practice Development, I was responsible for managing the Global Enterprise team as well as standardizing the best practice framework for the global CS team.
HER STORY
Thirteen years ago, when I began my career in Customer Success, the landscape was vastly different. The role was still finding its footing within SaaS organizations, the community was sparse, and resources to guide professionals were nearly non-existent. It was a challenging time, and I often found myself navigating uncharted waters with little support.
In those early days, I made a promise to myself: to be a source of guidance, inspiration, and knowledge for others in the field. I envisioned a thriving community where Customer Success professionals could learn, grow, and elevate the discipline together.
Over the years, I've stayed true to that promise. My mission has been to help companies and individuals mature their Customer Success practices and careers through the power of selfless sharing. By fostering connections, providing actionable insights, and championing the growth of this incredible community, I strive to light the path for those who are just starting their journey—or looking to take it to the next level.