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

Hello Customer Success Pros,

I had the honor and pleasure of having the one and only Kristi Faltorusso as my next podcast guest. Kristi and I chatted all about her career progression and how she went from a marketing manager to Chief Customer Officer at ClientSuccess! Kristi's journey is nothing short of inspirational. Learn about the pivotal moments that defined her career, the importance of passion in CS, and get her top tips for aspiring leaders. This episode is a goldmine of advice and encouragement for anyone looking to excel in the CS space.

Kristi's journey is a testament to the idea that real success is a marathon, not a sprint. From her humble beginnings in New York, navigating the unfamiliar terrain of SaaS, to becoming a pillar in the CS space, Kristi's path was filled with challenges. Yet, it was her relentless work ethic and determination that helped her rise to the C-suite.

Kristi's story highlights a significant shift in the narrative around customer success. Where once CS was viewed as an extension of sales or a background operational role, today, it occupies a central place in business strategy, driving growth, retention, and customer advocacy. Kristi’s perspective is clear – customer success is not just about managing accounts; it's about leading transformational change, driving product strategy, and fostering a culture that puts customers at the heart of everything.

Some of the questions I ask Kristi in our conversation:

❓What are some of your daily responsibilities as CCO that a CSM can start to train on from today?

❓Have you ever been at a role where you hit the glass ceiling and realized you could not grow at that company anymore, how did you find the right next role?

❓Looking back at your career, what was your biggest learning?

Key Takeaways for Aspirational Leaders:

✔️ Embrace Proactivity and Personalization: The future of CS lies in leveraging AI and data analytics to drive personalized customer experiences and proactive engagement strategies.

✔️ Break the Victim Mindset: Success in customer success demands a shift from a reactive, support-only perspective to an active, strategic role that directly impacts business growth and customer satisfaction.

✔️ Pursue Passion with Purpose: Kristi's journey illustrates the importance of aligning one's career with passion. It's not just about climbing the professional ladder; it's about finding fulfillment and making a meaningful impact.

Have a list to the latest podcast on Spotify, Apple Podcasts, or Youtube and make sure to let me know what you think!

That's all for now, I will share more on the podcast on Linkedin and of course on the next newsletter.

I hope you’ve found this newsletter helpful. If you did find it helpful feel free to forward it to a friend or a colleague, sharing is caring! If you have any questions or suggestions, please feel free to contact us.

Thanks,

Anika