Kristi Faltorusso

Kristi Faltorusso
Customer Success Leader specializing in helping SaaS businesses scale to $100M in ARR

Kristi is currently the VP of Customer Success at ClientSuccess, a customer success platform that helps SaaS companies manage customers and reduce churn. She specializes in building out customer success at hyper-growth companies on their way to $100M in ARR, and has built teams with as few as 3 and as many as 36 CSMs. Kristi has previously led Customer Success at IntelliShift, an Industrial IoT and Fleet Operations Management provider, BetterCloud, a SaaSOps platform for IT professionals, and Sisense, a business intelligence software company and is a founding member of Gain Grow Retain, a community for Customer Success Leaders.

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Guides

Kristi Faltorusso is currently the VP of Customer Success at ClientSuccess and has previously led the function at IntelliShift, BetterCloud, and Sisense. Her specialty is scaling customer success at hyper-growth companies on their way to $100M in ARR. In this playbook, she explains how CS teams can craft repeatable playbooks to handle common scenarios. She lays out four families of CS playbooks: risk, expansion, lifecycle, and objectives.

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Other Areas of Expertise

1
Building and Scaling CS Teams
Kristi has built CS teams ranging from 3 CSMs to a global team of 36 CSMs at companies with between $20-100M in ARR.
2
Creating a Customer Health Score
Kristi’s approach to health scores is different from some common approaches; her scores start all customers in the “red” zone, with scores improving as customers start to engage and adopt. She prefers this approach because it removes the “red stigma.” A health score in the red isn’t a negative reflection on the CSM, it just means there’s work to do.
3
High-touch and Self-guided Onboarding
Kristi has built out both CSM-led onboarding and specialized onboarding teams, along with the processes to support the onboarding process. She can also advise on how to use tech tools (a combination of a customer success tool, a product experience tool, and an LMS) to create self-guided onboarding experiences.

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