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Kristi A. Faltorusso

Award Winning Customer Success Executive

Contact:

Education:

Bachelor of Fine Arts (B.F.A.), Public Relations

LIU Post 

Summa Cum Laude

LinkedIn Profile:

Professional Profile

High-impact Customer Success Executive with a decade of leadership experience in hyper-growth SaaS organizations. Proven success in building, scaling and transforming regional and global teams resulting in increased customer retention, net revenue retention, adoption, and engagement. 

 

Experience with purchasing, building, deploying and scaling Customer Success technology. 

 

Strong Customer Success community presence supporting strong brand exposure, ease of recruiting and industry thought leadership.

Professional Experience

ClientSuccess
Chief Customer Officer
VP of Customer Success
April 2021 - Present

IntelliShift
VP of Customer Success
January 2020 - April 2021

BetterCloud
VP of Customer Success
September 2018 - December 2019

Sisense
Global Director of Enterprise Customer Success
January 2018 - September 2018

BrightEdge

VP of Customer Success and Global Practice Development 

Sr. Director of Customer Success, Enterprise

Director of Customer Success, Enterprise

Sr. Manager, Customer Success, Enterprise

November 2012 - January 2018

Digital Marketing Career

2004 - 2012

ClientSuccess – Seed funded Customer Success Management solution supporting the operationalization of Customer Success.

 

Executive Customer Success Leader, reporting to the CEO and managing the customer growth organization including Customer Success, Support and Consulting.

  • Managing a team of 9 employees across three teams – Rebuilt the Customer Success and Support teams increasing DEI across the organization - 5% Increase in African American employees and 250% in female employees

  • 5% increase on Net Revenue Retention in first 8 months and 100% achievement of NRR goal

  • Built, deployed and lead the most successful marketing campaign, CS Leadership Bootcamp webinar series, resulting in a 150% increase on MQLs on average month-to-month

  • Built and deployed and scaled Customer Success program – Customer Onboarding, Customer Segmentation, Customer Lifecycle, Engagement Models, Customer Health Scoring Mechanism and designed full customer feedback strategy to support voice of customer including NPS

IntelliShift – Privately help Telematics and Connected Operations Industrial IoT SaaS Platform 

 

Executive Customer Success Leader, reporting to the President and managing the post-initial sales organization responsible for customer outcomes, experience and revenue

  • Managing a team of 16 CSMs across all core customer segments – Grew the team 129% in 6 months and during a global pandemic

  • 98% Gross logo retention and 99% Net Revenue Retention during global pandemic

  • Managed 3,500 customers representing nearly $40MM in TCV

  • Built and deployed and scaled Customer Success program – Customer Segmentation, Customer Journey, Engagement Models, Customer Experience RACIS model and designed full customer feedback strategy to support voice of customer including NPS

  • Purchased, build, deployed and drove adoption of Gainsight to automate, scale and drive efficiency of Customer Success team

  • Establish and deployed Customer Marketing strategy including a monthly webinar series, newsletter, reference and advocacy program

  • Built and ran a New Employee Onboarding program, training and enablement

BetterCloud – Series F Funded SaaS Operations Management SaaS Platform empowering IT design and enforce policies

 

Executive Customer Success Leader, reporting to the Chief Customer Officer, managing the Customer Success, Account Management and TAM teams responsible for customer outcomes, experience and revenue

  • Managed a team of 20 CSMs, TAMs and AMs – Grew and transformed the team by 300% in a year and a half ; Managed team in New York, San Francisco and Remote

  • Maintained 91% Logo Retention and 112% Net Revenue Retention

  • Managed over 2,000 customers representing over $35MM in ARR

  • Built and deployed and scaled Customer Success program – Customer Segmentation, Customer Journey, Engagement Models, designed full customer feedback strategy to support voice of customer with NPS and annual survey strategy

  • Purchased, build, deployed and drove adoption of Gainsight to automate, scale and drive efficiency of Customer Success team

  • Supported 2 annual Customer Conferences – Responsible for registration, content curation, speakers, engagement and experience

Sisense – Series F Funded, Business Analytics software technology delivering agile analytics at scale

 

Executive Customer Success Leader, reporting to the Chief Customer Officer, managing the Global Customer Success team supporting Enterprise customers (Fortune 50-500)

  • Managed a team of 12 CSMs Globally in United States and Israel – Grew and transformed the team by 140% in less than a year

  • Maintained 100% Logo Retention and grew118% Net Revenue Retention

  • Managed 150 Enterprise Customers representing over $50MM ARR

  • Scaled Customer Success program – Improved the customer engagement model for Enterprise to improve customer outcomes

  • Used and enhanced the use of Gainsight to automate, scale and drive efficiency for the Customer Success team

  • Supported 1st annual Customer Conference – Responsible for registration, content curation, speaker, engagement and customer experience

BrightEdge – Series D Funded SEO platform delivering an uplifted ROI for marketers to increase organic search performance

 

Customer Success professional with a 5 ½ year career trajectory moving from individual contributor serving Enterprise customers to Senior Executive and Global Leader.

  • Managing a team of 17 CSMs globally – United States, Australia and APAC

  • Increased Gross Logo Retention to 87% in a competitive market; Maintained a 103% Net Revenue Retention

  • Operationalized the customer lifecycle and maturation journey for customers in all segments

  • Vertical program deployment, scaling best practices for channel activation

  • Developed and scaled a framework for customer engagement across customer personas driving an 87% increase in platform adoption and executive involvement

  • Redesigned new customer onboarding program to decrease time to value by 90 days

  • Built NPS program increasing NPS score by 19 points in 2017

Director of Online Acquisition

AJ Madison/ 2012

 

Director of Online and Ecommerce Strategy

Crain’s New York/ 2011 – 2012

 

Senior Manager Online Marketing

XO Group/ 2007-2011

 

Manager, Account Management

Wpromote/ 2006-2007

 

Online Marketing Strategist

UBM/ 2004 - 2006

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