Kristi Faltorusso is a Customer Success leader, advisor, and former Chief Customer Officer with more than 14 years of experience in B2B SaaS. She has built and scaled Customer Success teams across companies ranging from early-stage startups to pre-IPO organisations, helping them improve retention, strengthen customer relationships, and drive long-term growth.

In this episode, Kristi shares lessons from her career in Customer Success and reflects on how the industry has evolved over the years. We talk about building a personal brand online, creating content, balancing a demanding career with family life, and maintaining a growth mindset, from leading teams to running the New York City Marathon.

Connect with Kristi:
https://www.linkedin.com/in/kristiserrano/
https://www.kristifaltorusso.com/
https://www.youtube.com/channel/UC0f-4h7JgMnBVco3EGtPohA

Timestamps:
00:00 - Evolving through 14 years in customer success
01:11 - Introduction and Kristi’s background
01:53 - Falling into customer success by accident
03:03 - What customer success actually means
05:20 - Different roles within customer success
06:23 - Building influence through webinars
07:33 - Overcoming stage fright and public speaking
08:51 - Advice for posting on LinkedIn
10:07 - Coaching and helping others grow
11:29 - Learning through failure and mentorship
14:01 - How customer success has evolved
15:10 - AI in customer success
16:32 - Why embracing AI matters
20:04 - Staying motivated after 14 years
22:53 - Dealing with difficult clients
25:10 - Is there a dream client
26:51 - Why Kristi started posting online
28:01 - Sharing knowledge builds authority
30:49 - Balancing content creation and work
32:06 - Growing on LinkedIn and ignoring the numbers
39:40 - Running, fitness and the NYC marathon
42:01 - Book recommendations
44:01 - Where to find Kristi online
44:47 - Kristi’s podcasts
46:23 - Future goals and another marathon
47:37 - Final advice on sharing your voice online
48:55 - Closing thoughts

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