Let’s work together to build a Customer Success engine built for long-term impact.
Whether you need strategy, coaching, or hands-on enablement, I build the Customer Success engine that fits where your business actually is, not a generic playbook. Every engagement is tailored to your goals, your customers, and your stage of growth.
SERVICE 01
Consulting & Advisory
Whether you're building Customer Success from the ground up or fixing an org that's already broken, this is where we get you strategy, structure, and a clear path forward. Here's what's included:
1. Customer Success Audit
A full evaluation of your current CS strategy, processes, and customer journey. We identify gaps, opportunities, and quick wins to strengthen your foundation.
2. Customer Success Strategy Development
A tailored roadmap that defines your CS vision, operating model, and key motions. We establish the structure and strategy your team needs to drive retention and growth.
3. Operational Design & Rollout
Turning strategy into action with clear processes, playbooks, and workflows. We empower your team with the tools and training needed to execute confidently and consistently.
This is right for you if: You're a founder building CS for the first time, or a CS leader who's inherited a broken org and needs a clear path forward.
SERVICE 02
CS & Leadership Coaching
Whether you're stepping into leadership for the first time or leveling up a team that's already growing, this is where you build the skills, mindsets, and decision-making that make you the leader your org actually needs. Here's what's included:
1. Executive Presence & Decision-Making Coaching
Personalized coaching to help CS leaders build clarity, confidence, and executive presence. We focus on decision-making, communication, and leading teams with intention.
2. Team Coaching & Skill Development
Hands-on guidance to strengthen your team’s core CS capabilities. We develop skills in discovery, risk management, value delivery, and customer communication.
3. Career & Professional Growth Coaching
Support for individuals looking to advance in Customer Success or step into leadership roles. We focus on mindset, strategy, and the behaviors that accelerate career progression.
This is right for you if: You're a CS leader stepping into a bigger role, managing a team for the first time, or looking to sharpen your executive presence and decision-making.
SERVICE 03
Education & Enablement
Whether you're leveling up a growing team, rolling out new processes, or building skills that stick, this is where strategy becomes muscle memory: practical training, clear frameworks, and systems your team will actually use. Here's what's included:
1. Team Training & Workshops
Interactive sessions designed to strengthen core CS skills, from discovery and value delivery to risk management and renewal conversations. Practical, tactical, and built for immediate impact.
2. Playbook & Process Enablement
Clear, actionable guidance to help your team adopt new workflows and operate consistently. We translate strategy into step-by-step playbooks, templates, and tools your team can rely on.
3. Onboarding & Continuous Learning Programs
Comprehensive learning paths that support new hires and ongoing team development. We build scalable programs that ensure your team grows with your company and your customers.
This is right for you if: You have a CS team that needs to level up fast — whether you're onboarding new hires, rolling out a new process, or building a consistent skills foundation across the org.
"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
How we can
work together
NO. 01
You reach out.
Start a conversation about your goals, challenges, and where things are breaking down.
NO. 02
We diagnose it together.
We dig into your situation, your objectives, and what success actually looks like for your team.
NO. 03
I build it with you.
Together, we create a tailored approach aligned to your business goals, team maturity, and desired outcomes.
Ready to build something that actually works?
Every engagement starts with a conversation. I'll learn your business, identify what's breaking down, and we'll figure out together whether there's a clear opportunity to drive real impact. No pitch. No pressure. Just an honest look at where you are and where you need to go.
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Built for impact.
Grounded in reality.
Real systems, for real teams, built from real-world experience, not buzzwords.
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