About Kristi
I help SaaS companies stop losing customers for preventable reasons.
I'm a CCO-turned-consultant, investor, and educator with a big voice, big opinions, and the straight-shooting honesty of a New Yorker. I help teams lead, grow, and scale with clarity and confidence.
Hey there, I'm Kristi
Fourteen 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.
In those early days, I made a promise to myself: to be a source of guidance, inspiration, and knowledge for others in the field. A thriving community where Customer Success professionals could learn, grow, and elevate the discipline together.
I've stayed true to that promise ever since. Through selfless sharing, actionable insights, and real connection, I've tried to light the path for anyone just starting their CS journey, or ready to take it to the next level.
Customer Success isn’t about renewals; it’s about earning the right to be renewed.
About
My
Services
The Story, The Mission, and Why This Work Matters
Fourteen years ago, when I started in Customer Success, the role barely had a playbook. There was no community, no resources, no roadmap, just people figuring it out alone.
I made a promise to myself early on: I'd be the guidance I didn't have. That's still the mission today, helping CS professionals and leaders learn, grow, and elevate the discipline together, one honest conversation at a time.
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As Featured In
Meet the Team
LIVES IN
Long Island, NY
MY BEVERAGE ORDER
London Fog
FAVORITE FOOD
A New York slice of pizza
GUILTY PLEASURE
Reality TV & Murder Documentaries
FAVORITE PASTIME
Exercise and Running
PROUDEST ACCOMPLISHMENT
Running the NYC Marathon in 2025
SOMETHING FEW PEOPLE KNOW ABOUT YOU
I was a baby model & on the cover of New York Magazine
This is the Good Stuff
Kristi Faltorusso
CEO & PRINCIPAL ADVISOR
Kristi is the brains and visionary behind the operations, combining big-picture strategy with hands-on expertise to transform how companies approach Customer Success. With a gift for cutting through noise and bringing clarity to chaos, she helps teams build systems, skills, and confidence that last long after the engagement ends.
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Anthony Faltorusso
Strategic partner
Anthony is the behind-the-scenes partner who keeps everything moving. This isn’t his full-time gig, but he lends his operations and finance expertise wherever it’s needed — offering guidance, structure, and support so Kristi can stay focused on serving clients and growing the business.
Adriana Faltorusso
Executive Assistant
Adriana is the organizational brain behind the chaos. She keeps the calendars aligned, the projects moving, and the rest of us from spinning out. She’s the quiet powerhouse who makes everything run smoother than we deserve.
Charlie Faltorusso
chief happiness officer
As Chief Happiness Officer, Charlie takes her job of keeping everyone smiling very seriously. Her contributions include encouraging breaks, showing up uninvited on Zoom, and providing emotional support during tough strategy sessions. She’s the heart of the operation and definitely the most loved team member.
Top Trusted Name in CS, Year AFTER Year
Proven operator with real-world experience.
I've spent 14 years building, scaling, and transforming CS organizations inside B2B SaaS companies. I know what works because I've actually done the work.
Tailored strategies that match your needs.
No rigid frameworks. No copy-and-paste playbooks. I meet you where you are and design solutions that fit your business, not someone else's template.
Practical guidance you can implement today.
Everything I deliver is built for execution. Clear, actionable, and designed to drive results right now — not six months from now. You can see the impact.
By the Numbers
3,500+
Companies Consulted
Advised and Trained
Advised, trained, and audited across every stage of post-sale, from Series A to public companies.
65k+
Followers across platforms
CS leaders and practitioners who read, watch, or listen to what I put out daily.
30B+
Impacted Revenue
The combined customer revenue under management across the companies I've worked with.
14+
Years of B2B SaaS Customer Success
Building, scaling, and transforming CS teams from inside the business, not from the sidelines.