Customer Success solutions built around what your business needs to change.
What needs to change?
Start with the problem. We’ll identify the right solution together.
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You don’t need to know which service to buy. You need to know what isn’t working and what you want to be different.
We’re losing customers or missing growth opportunities.
Customers aren’t seeing value quickly enough. Risks surface too late. Renewals feel reactive, and expansion depends on individual effort.
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Build a clearer approach to onboarding, value delivery, retention and growth.
We need to build or scale Customer Success.
Your team has outgrown its processes—or you’re starting without the structure you need.
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Establish the roles, customer journeys, operating rhythms and measures that help your team work consistently.
Our technology and AI investments aren’t delivering value.
You have tools, but adoption is uneven. Workflows are disconnected. AI experimentation hasn’t translated into a useful way of working.
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Connect technology decisions to practical use cases, team adoption and business priorities.
Our team needs stronger skills and more consistent execution.
Some people excel while others struggle. Training hasn’t translated into how the team works with customers.
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Build the skills your team needs through practical training, application and reinforcement.
Our leaders need support to grow.
A bigger role brings different expectations. Strong customer management doesn’t automatically translate into executive presence, influence or effective people leadership.
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Develop the person behind the title.
We need leadership continuity during a transition.
A leadership departure, critical hire or organizational change is putting pressure on the team.
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Keep the function moving while you prepare for what comes next.
A clear scope.
A practical solution.
A team that can use it.
You should know what you’re buying—and why it’s the right next step.
Every engagement starts by defining the problem, the intended change and the boundaries of the work.
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Before we begin, you’ll understand:
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What we will address.
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What you will receive.
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What your team will own.
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How we will review progress.
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The timeline and investment.
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The deliverables depend on the problem. They may include a working playbook, a customer value framework, an operating model, a technology adoption plan or a leadership development plan.
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The purpose is to give you something your business can put to work.
Three ways to create meaningful change
01 · Business Solutions & Advisory
Strengthen the business
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.
Address retention, growth, operating structure, technology, hiring and leadership continuity.
02 · Leadership Coaching & Mentorship
Develop the leader
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.
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Build executive presence, communication, confidence, influence and people leadership.
03 · TEAM TRAINING & ENABLEMENT
Build team capability
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.
Strengthen the skills and behaviors that improve customer conversations and consistent execution.
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
Why work with Kristi?
Experience from inside the business. A structured approach to helping yours.
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I’ve spent more than 14 years building, scaling and transforming Customer Success across five B2B SaaS companies.
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I bring that operating experience into every engagement, together with the EVOLVE Framework and practical resources developed through the work.
You work directly with me. We examine what is happening, choose an appropriate scope and build solutions that fit your business.
How we get started
Step 1
Discuss the problem
We talk about what is happening, why it matters and what you need to change.
Step 2
Choose the right starting point
When the priority is clear, we scope the solution. When it isn’t, we determine whether a focused diagnostic or broader audit would help.
Step 3
Agree on the work
You receive a proposal defining deliverables, responsibilities, timeline, investment and measures of progress.
Step 4
Build and apply the solution
We work with your team to create the agreed outputs, support their use and review progress.
Let’s figure out what
your business needs.
You don’t need to arrive with a service selected.
Bring the problem, the outcome you want and the constraints you’re navigating.
We’ll determine the right next step together.
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