About Me
I'm passionate about helping companies and leaders wrap their heads and strategies around their customers.
I’m a CCO-turned-investor, creator, advisor, 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. Keeping it real since day one.
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. 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.
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
I started this practice for one simple reason: too many companies are losing customers for preventable reasons. Not because their product is bad. Not because the customer didn’t care. But because no one taught teams how to build a Customer Success engine that actually works after the deal is signed.
For over 13 years, I lived the reality most CS leaders quietly struggle with: misaligned customers, unclear expectations, reactive firefighting, overloaded teams, and leadership still treating retention like a lagging metric instead of a design problem. I saw the same patterns everywhere I went. I fixed them inside companies for over a decade. And eventually, I realized I could help a whole lot more people if I stepped out and did this work at scale.
My business was born from that moment.
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Maybe You've Seen My Work
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 PASS TIME
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 & Founder
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.
By the Numbers
500+
Companies Consulted
and Advised
I've worked with over 500 companies to design, optimize, and transform their post-initial sales motion.
60k+
Followers across platforms
My content, philosophies and expertise reach over 60k CS professionals daily.
1B+
Impacted Revenue
On average, the companies I partner with manage over $20M in revenue across their customer base
14+
Years of B2B SaaS Customer Success
14 years of Customer Success experience, building, scaling, and transforming teams in B2B SaaS.
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.