Growth doesn't stop when the deal closes.
Different problems require different kinds of help.
Maybe the business needs fixing. Maybe the leader needs support. Maybe the team needs new skills. Sometimes it's all three.
We start with what's getting in the way of customer revenue and build from there.
01 · Fix what’s breaking
Consulting & Advisory for B2B SaaS
For: Series A–D SaaS founders, CEOs, CROs, and CS leaders who know customer revenue isn't performing the way it should, but need an experienced operator to identify why, fix what's breaking, and build the structure for predictable retention and expansion.
What you get:
90-day diagnostic — Full CS audit across strategy, operations, team, tooling, and customer data. Ends with a written report + 3 highest-leverage priorities.
Operating model design — CS Charter, coverage model, KPI system, and the RACI that ends internal ambiguity.
Strategy roadmap — 12-month plan with quarterly milestones tied to NRR, GRR, and expansion targets.
Timeline: 3-month diagnostic sprint, followed by 6–12 month ongoing advisory
​
Investment: Engagements typically range from $50k–$250k depending on scope, team size, and duration.
​
02 · Build the leader
1:1 Coaching for CS Leaders
For: VPs, Heads of CS, and first-time CS leaders stepping into bigger roles — or seasoned leaders who need a peer sounding board that’s built a CS org before, five times.
What you get:
Bi-weekly 1:1 coaching — 60-minute sessions focused on the decisions in front of you: hiring, restructuring, board reporting, cross-functional alignment.
Between-session Slack access — For the calls that can’t wait for the next Tuesday.
Leadership development plan — Skill map, career arc, executive presence work, and the areas to invest in over the next 12 months.
Executive presence coaching — For the moments that matter: QBRs with the board, cross-functional escalations, layoff conversations, renewal saves.
Timeline: 6-month minimum engagement, most extend to 12+ months
​
Investment: $2k–$4k/month depending on cadence and access level
03 · Level up the team
Workshops, Training & Enablement
For: CS leaders with a team of 5+ who need to standardize how the team operates: onboarding new hires, rolling out new processes, or building a consistent skills foundation across segments.
What you get:
Custom workshop design — Full-day or multi-day onsites built around your team’s specific gaps: discovery, risk management, value delivery, renewal conversations, executive communication.
Playbook build — Renewal, expansion, risk, onboarding, QBR — customized to your product, ICP, and CS motion.
Ongoing enablement program — Learning paths, coaching frameworks, and manager toolkits that keep the work sticking after the workshop ends.
Certification track (optional) — For teams standardizing on the EVOLVE Framework™ across segments.
Timeline: Single workshops from 1 day; full enablement programs run 3–6 months
Investment: Single-day workshops from $15k; full enablement engagements $50k–$150k
Strategy is useless if your team can't operate it.
Every engagement produces real operating systems your team can use long after I'm gone. Not recommendations collecting dust in a deck. Things your team actually runs.
CS Charter
The document your leadership team aligns on: mission, scope, ownership model, and how CS interfaces with Sales, Product, and Success Ops.
Customer Journey Map
Stage-by-stage, with owners, milestones, and the moments that make or break retention.
CS Operating Model
Roles, ratios, coverage, escalation paths, and the RACI that ends the “who owns this?” debates.
KPI System
The 5–7 metrics that actually predict NRR, with dashboards and the operating cadence to review them.
Playbooks & Enablement
Renewal, expansion, risk, onboarding, and QBR, written for the way your team actually works.
Leadership Development Plan
Coaching arcs, skill maps, and the operating rhythm to develop the next layer of CS leaders.
"Kristi Faltorusso understands the realities Customer Success teams face and delivers thoughtful, relevant recommendations and insights that genuinely help people do their jobs better and more efficiently."
Jamie Devrueux, VP of Customer Success, Pear
What working together
actually looks like.
Week 1–2
Discovery
I read your data, your Gong calls, your customer feedback, your CS platform, and your last four board decks. I talk to your team, your customers if you’ll let me, and your cross-functional partners. I don’t guess; I look.
Week 3-4
Diagnosis
I write up what I see: what’s actually breaking, what’s a distraction, and the 3 highest-leverage places to invest. Delivered as a working document your team can actually use, not a 60-slide deck.
Week 5-12
Design
We build the operating artifacts together: the charter, the model, the KPIs, the playbooks. Not delivered to you — built with you, so your team owns it when I’m gone.
Month 3+
Operate
Monthly working sessions to pressure-test decisions, unblock the team, and adjust as the business evolves. Most engagements continue in this mode for 6–12 months.
Built for impact.
Grounded in reality.
Real systems, for real teams, built from real-world experience, not buzzwords.
What's getting in the way
of growth?
Every engagement starts with a 30-minute diagnostic. We'll identify where customer revenue is getting stuck, the two or three highest-leverage places to address it, and whether I'm the right person to help.
​
No pitch. No pressure. Just clarity on what to fix next.
%20(2).png)