Kristi Faltorusso

There’s a certain type of manager you meet early in your career who teaches you something important, not through their brilliance, but through their absence of it. In my first SaaS role, over five and a half years, I cycled through a handful of managers. All different. All memorable for different reasons. But one sticks out because she was genuinely lovely, warm, positive, thoughtful, the kind of leader who asked how your weekend was and actually cared about the answer. She was also,...

Lately, I’ve been thinking about timing, not the “trust the universe” kind, but the real-world timing inside startups and scaleups that determines whether you move forward or stall out. After 13 years in SaaS, I’ve seen a consistent pattern: Companies rarely suffer because they make the wrong move. They suffer because they make the right move far too late. You see this everywhere: Waiting to hire Waiting to fire Waiting to buy the technology Waiting to invest in onboarding, enablement, CS, or...

Every Customer Success leader wants to talk about churn, forecasting, onboarding, product adoption… but there’s a quiet little monster living in the background that most teams aren’t paying enough attention to: Feature ideas. Not the ideas themselves, those are gold. The way we manage them, that’s the problem. Most companies have figured out how to collect requests: forms, spreadsheets, portals, Slack messages, emails with subject lines like “Quick thought”… even the occasional late-night...