Kristi Faltorusso
Kristi Faltorusso
Customer Success Leader specializing in helping SaaS businesses scale to $100M in ARR
Kristi is currently the Chief Customer Officer 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,, BetterCloud, a SaaSOps platform, and Sisense, a business intelligence software company.
Codifying Your Company’s Customer Success Playbooks
Kristi Faltorusso is currently the Chief Customer Officer 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 guide, 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.

Areas of Expertise

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.
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.
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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