Don’t take my word for it. Take theirs.
If you’re wondering what it’s really like to work together, start here.
I work with Customer Success leaders & founders, who are serious about building customer organizations. I partner with trusted brands and businesses who align with my services and prioritize Customer Success and Experience.
Here’s what happens when we roll up our sleeves and do the work together.
Working with me isn’t hiring a consultant. It’s adding an experienced operator who cares about your business like it’s her own.
Working with Kristi has been one of the most impactful investments I’ve made in my career. She helped me move from execution mode into true strategic leadership: expanding my scope into GTM enablement, presenting at the executive level, and connecting education directly to business outcomes.
Just as importantly, she pushed me to build a personal brand as a form of career security. Because of her encouragement, I went from rarely posting to sharing weekly insights, being quoted in industry reports, appearing on my first podcast, and earning an industry award nomination.
Kristi doesn’t just give advice; she helps you see the bigger opportunity and then holds you accountable to go after it. I’m operating at a level of visibility, scope, and confidence that I genuinely don’t think I would have reached without her guidance.
Danielle Evans
Director, Customer Education
Sendoso
Easy Metrics engaged Kristi Faltorusso to conduct a full, data-driven Customer Success Audit, completed in November 2025. Our goal was to evolve Customer Success from a reactive, relationship-driven function into a scalable, strategic revenue engine.
The audit process led by Kristi was exceptionally professional, thorough, and highly structured. Using a comprehensive, criteria-based framework, she evaluated key areas across our entire customer lifecycle. Her approach gave us clear visibility into where we stand today and provided a practical blueprint for scaling our Customer Success operations.
The insights and guidance Kristi delivered were transformative, resulting in a clear, prioritized roadmap for the next phase of our growth. Key strategic recommendations included:
Operationalizing the customer journey and proactive health model
Defining lifecycle stages, success metrics, and KPIs, and connecting them to ChurnZero automation to drive predictability and proactive engagement.
Elevating executive and cross-functional alignment
Ensuring the voice of the customer informs strategy, product roadmap, and investment decisions across Product, Marketing, and Go-to-Market teams.
Investing in team enablement, process governance, and tool optimization
Equipping the team with the structure, discipline, and systems needed to scale and deliver consistent, high-value outcomes.
Working with Kristi in this capacity demonstrated a highly objective and expert approach. She is deeply grounded in building organizational maturity and operational discipline — turning strong intent into consistent execution. Her assessment gave us a clear and honest view of our current state and what it will take to move forward.
The value to our business has been the clarity and direction we now have. The audit provided objective visibility into our current maturity level and identified systemic gaps, including areas like Voice of Customer and Advocacy strategy. The prioritized roadmap we now have in place is designed to drive measurable business outcomes, improve retention predictability, and strengthen execution discipline as we scale.
Karl Koehler
COO
Easy Metrics
Kristi is an absolute ninja in helping innovative, high growth businesses build best in class customer support and success organizations. Driving exceptional customer outcomes has never been more critical and having access to Kristi as a consigliere and advisor is like having a secret weapon in your arsenal! What I find extraordinary is that she combines immense wisdom with the unparalleled empathy that comes from years of experience on the front lines of customer success. One of the best I've seen in my thirty-year career and cannot recommend her more highly!
Philip Dur
Co-Founder & Managing Partner
PeakSpan
I always look forward to my monthly collaboration calls with Kristi because of the value she brings to every conversation.
As a fellow consulting entrepreneur, she truly gets it — the late nights, constant iteration, refining pricing and positioning, and the discipline required to build something meaningful from the ground up.
Kristi is a doer. She built her consulting business herself after 14 years leading Customer Success organizations, growing it intentionally before launching it to market. Her website, podcast, proprietary frameworks, training assets, templates, media kit, pricing structure, and newsletter engine — every piece reflects thoughtful execution and operational discipline.
What stands out most is her conviction. Kristi doesn’t trade time for money. She trades experience for impact.
Every time we speak, I walk away with two or three ideas that materially improve my business. She operates with clarity, structure, and a deep understanding of how to turn strategy into execution.
If your company is serious about transforming its Customer Success strategy, Kristi is the partner you want in your corner.
Jon Rydberg
Founder & Principal
Align Advisory Group
I discovered Kristi the way many Customer Success leaders do — searching for best practices and realizing her Bootcamp series covered the entire end-to-end client journey. After following her insights on LinkedIn, I knew we needed to bring her in-house.
From start to finish, the process was seamless. Kristi is the definition of a professional — organized, efficient, zero fluff, and incredibly easy to work with. She provided a curated list of training topics and then customized the experience to align with our specific goals.
The impact was immediate. Kristi doesn’t just teach theory — she delivers practical, real-world “how-to” guidance that teams can apply instantly. Our team walked away with frameworks they actively use, not just notes from a session. And she brought an energy and authenticity that made the entire experience engaging and fun.
Kristi is a true powerhouse. She’s a straight-shooter who genuinely cares about outcomes and has walked the Client Success journey all the way to the C-suite. If you’re serious about elevating your Customer Success organization, she’s the partner you want.
Sherry Calkins
SVP of Global Strategic Accounts
Geotab
Working with Kristi as our Customer Success Coach has been exceptional. We brought her in to review our program and identify improvements and her feedback was immediately impactful.
We extended the engagement to have her work directly with our team to close the gaps we'd uncovered.
Kristi brings a rare combination of strategic insight and practical coaching that resonated with our team from day one. She helped us elevate how we think about customer success from day-to-day interactions to building a more intentional, customer-centric culture. Her ability to challenge our thinking while supporting the team's growth created real momentum and lasting improvements in how we engage with customers.
What stood out most was how she drew on deep, real-world experience to deliver clear, actionable improvements not generic advice.
I'd strongly recommend Kristi to any organization looking to build a high-performing Customer Success team and deepen the value they deliver to customers.
John Nitti
EVP, Customer Services
Messagepoint
In Enterprise Customer Success, it's easy to get buried in daily metrics. But driving real impact at scale requires more than data, it requires mastering organizational navigation. That's exactly what Kristi delivers.
I sought out her coaching because I wanted to move beyond the what of CS and master the how of executive leadership. What I found was a mentor who doesn't just understand this industry, she actively shapes it.
Our work together focused on the areas where most leaders struggle:
Change Management: She helped me master the human side of organizational shifts, turning friction into adoption.
Leadership Strategy: We moved past tactical oversight and focused on commanding strategic influence at the highest levels of the business.
Scalable Excellence: Instead of quick fixes, she provided the frameworks to build a CS engine that grows with the enterprise.
Kristi is the definition of a high-impact partner. She's a straight-shooter who brings a rare blend of C-suite authority and real-world practicality. Her coaching didn't just give me a roadmap; it gave me the fuel to reach a new level of leadership within my own organization.
If you're serious about your growth and aren't seeking out her insights, you're leaving your potential on the table.
Alessandro Finateri
Manager, Enterprise Business Development
Geotab
I had the pleasure of working with Kristi through our collaboration in The Customer Conference events we are organizing, and from the start, it was clear she truly understands both strategy and execution.
The entire process with Kristi was smooth, professional, and efficient. She brings structure and clarity, but also flexibility and a collaborative mindset that makes working together easy and productive.
Kristi genuinely partners with you. She’s responsive, thoughtful, proactive, and fully invested in delivering real results in our collaboration.
Her work created real value for our business, and I would confidently recommend Kristi to any organization looking for a strategic, reliable, and easy-to-work-with partner.
Shay Hakimi
CEO
Congress Geeks
As a growth equity investor, we've seen firsthand that the companies who win long-term are the ones who treat customer success as a strategic priority, not an afterthought. Kristi Faltorusso is the person we call to make that a reality. She brings a rare combination of strategic clarity and operational depth, she doesn't just advise, she rolls up her sleeves and helps teams build the systems, culture, and muscle memory that drive retention and expansion.
Across multiple PeakSpan portfolio companies, Kristi has consistently accelerated the maturity of customer success organizations in ways that directly move the needle on NRR and long-term enterprise value. If you're a high-growth B2B company serious about customer outcomes, she's an unfair advantage.
Jack Freeman
Partner
PeakSpan Capital
Few words from previous clients
"Some things were going great and some I was working on improving but what I didn’t know I needed was another person "in the room". The meetings Kristi and I have consistently deliver new opportunities, reassure me in difficult situations, and uncover blind spots. Must have for executive leaders."
Marius Laza
CCO, Tidio
"Kristi's inspiring guidance was instrumental as I stepped into a new director role and tackled an organization-wide transformation. Her keen auditing skills and strategic insights empowered me to excel in record time. I deeply value her leadership and highly recommend her to anyone looking to elevate their customer success expertise."
Francesca Jabbour
Director of CS, LeaseCake
"As we transformed our Customer Success team, we brought in Kristi Faltorusso for an on-site training workshop. Her expertise, insights, and resources were invaluable, equipping our team to embrace change with confidence. Kristi’s impact was immediate and lasting—we highly recommend her to any organization looking to elevate their CS practice."
Brenda Salce-Garcia
VP of CS, Madhive
“Kristi Faltorusso’s training at our team retreat delivered exceptional value and immediately actionable insights. Her session was transformative, combining strategic frameworks with practical tools we could use right away. The real-world examples and case studies made the content relatable, credible, and directly applicable to our own client relationships.”
Sherry Calkins
SVP of Global Accounts, Geotab
