Wasn't growth
the whole point?
Keeping customers isn’t enough.
You need to grow revenue.
I help Series A–D B2B SaaS companies build the Customer Success operating system that makes retention and expansion predictable.
I’ve built it from inside five companies.
Now I help you build yours.
You built a machine to win customers.
Did you build one to keep them?
Marketing creates demand. Sales closes it.
But then what?
Onboarding, adoption, value realization, relationships, risk, renewals, expansion, advocacy ...
That's where billions of dollars of customer revenue live. Yet most companies haven't designed that part of the business with anywhere near the rigor they applied to aquisition.
You can't grow,
what you can't keep.
Retention isn't a Customer Success metric.
It's the output of decisions made across Sales, Product, Marketing, CS, Support, Finance and leadership.
So what's getting in
the way
of growth?
Wrong customers coming in. Slow time to value. Poor deployment. Weak adoption. Unclear customer outcomes. Reactive risk management.
Expansion left to chance.
Churn isn't the problem. It's the receipt.
Here's where I come in:
01 · Fix what’s breaking — Advisory + Consulting for founders and CEOs who need an outside operator to diagnose churn, redesign the operating model, and set the CS strategy that matches where the business actually is.
02 · Build the leader — 1:1 coaching for CS leaders stepping into bigger roles, or first-time VPs inheriting a team that needs a real operating system.
03 · Level up the team — Workshops, playbooks, and enablement programs that turn strategy into muscle memory across a growing
CS org.
Here's how
we fix it.
This is where Customer Success comes in.
This function becomes one of the primary mechanism through which you solve the bigger business problems.
Meet the EVOLVE Framework™. Most CS teams run on instinct and inherited process. This replaces both with a system that turns reactive account management into predictable retention and expansion. Built over 14 years, inside real companies, not a slide deck.
Hey there, I'm Kristi.
I'm a CCO-turned-consultant who's built Customer Success from the inside, five times, at hyper-growth B2B SaaS companies. I've seen what breaks, what scales, and what actually drives retention. Now I help Series A–D founders and CS leaders build the infrastructure to make it predictable.
By the Numbers
5X
Customer Success Leader & CCO
Proven CS Leader 5 times over across 5 different SaaS companies ranging from $2M ARR to $100M ARR.
5,500+
Companies Consulted
Advised & Trained
Advised, trained, and audited across every stage of post-sale, from Series A to public companies.
66k+
Followers Across Platforms
CS leaders and practitioners who read, watch, or listen to what I put out daily.
30B+
Impacted
Revenue
$30B+ in customer revenue under management across the SaaS companies I’ve built CS inside of.
14+
Years of B2B SaaS Customer Success
Building, scaling, and transforming CS teams from inside the business, not from the sidelines.
What happens when the structure gets built.
"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
If retention and expansion aren’t predictable, something’s broken. And it's fixable.
Spend 30 minutes with me and you’ll walk away with three things: a clear read on what’s actually breaking in your CS org, the two or three highest-leverage places to fix it, and an honest answer on whether I’m the right person to help. No pitch. No pressure.
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Two podcasts, one mission: help you lead better.
After the Close, the real strategies behind scaling Customer Success.
She’s So Suite, conversations with women leading at the highest levels.
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