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.


Timestamps:
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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Kristi Faltorusso is a distinguished Customer Success Executive, recognized for her exceptional expertise in building, scaling and transforming Customer Success organizations within high-growth B2B SaaS companies. With a career spanning over 12 years, Kristi has been instrumental in guiding numerous companies through the strategic redefinition of Customer Success, resulting in heightened retention rates, sustained revenue growth, and amplified customer advocacy.

Having held pivotal roles in renowned organizations such as BrightEdge, Sisense, BetterCloud, and IntelliShift, Kristi has consistently demonstrated her leadership prowess in steering Customer Success and Experience teams. Presently, as the Chief Customer Officer at ClientSuccess, a leading provider of Customer Success Management solutions, Kristi spearheads Customer Success, Technical Support, and Consulting initiatives. In her current capacity, she continues to drive transformative outcomes, aligning her passion for customer-centric strategies with a commitment to delivering unparalleled value.

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