Kristi Faltorusso

Every Customer Success leader has a version of this story. You're in a meeting, a decision gets made that undercuts everything you've been building, and you walk out convinced your leadership team just doesn't get it. I lived that story for years. I was certain the problem was them. It wasn't. The problem was that I never once asked what "Customer Success" meant to the people I was reporting to. I assumed we were all working from the same definition. We weren't, and that gap was quietly...

I was in a working session with a company recently, doing what I usually do: digging into their onboarding process. Somewhere in that conversation, a familiar number came up. Ninety days. That was the timeline they were pushing every customer toward, the number stamped on internal decks and used as the measuring stick for whether onboarding was "working." So I asked the obvious question. What percentage of customers were actually hitting that 90-day mark? Eighty percent were not. Sit with...

What if I told you I could stop the war between sales and CS? You know the one. Sales is rolling in gold like Scrooge McDuck and CS is literally sitting in a dumpster fire. Sales thinks CS makes excuses. CS thinks sales doesn't care. Not my problem vibes all around. I've been on both sides of this. And I can tell you the tension is real, but it's also fixable. The problem isn't the people. It's the design. The Story That Changed How I Think About This I'll never forget one customer my team...