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The Customer Success Pro: Customer Success Career Path to the C-Suite with Kristi Faltorusso

Navigating your Customer Success Career with Kristi Faltorusso

In this episode of the Customer Success Pro podcast, Anika Zubair interviews Kristi Faltorusso, a four times Top 25 Customer Success Influencer award winner and CCO at Client Success. Kristi shares her remarkable journey from a marketing professional to becoming a leading figure in the SaaS and customer success (CS) space. She highlights the importance of passion, hard work, and taking calculated risks in her career trajectory, culminating in her current role where she significantly impacts her organization and the CS community. The discussion also explores the evolving landscape of customer success, the importance of continuous learning, and the potential of AI in transforming CS strategies. Kristi offers invaluable advice to aspiring CS professionals, emphasizing the need for a data-driven approach, proactive customer engagement, and the courage to pivot when necessary. The conversation is a blend of personal anecdotes, professional insights, and practical tips, making it a must-listen for anyone interested in building a successful career in customer success.


00:00 Welcome to the Customer Success Pro Podcast!

01:04 Spotlight on Kristi Faltorusso: A Customer Success Trailblazer

06:11 Kristi's Journey: From Marketing to Chief Customer Officer

11:17 The Reality of Achieving Work-Life Balance in Leadership

13:08 Kristis's Future Ambitions Beyond the CCO Role

20:35 Securing a Customer Success Seat at the Executive Table

27:13 Navigating a Non-Conventional Path to the C-Suite

31:00 The Importance of Leadership and Passion in Your Career

35:04 Insights into the Role of a Chief Customer Officer

43:19 Addressing Gender and Career Progression in Tech

45:36 Quickfire Round

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