Welcome to the Women in Tech Series from the Global Tech Leaders Podcast. Today we are speaking to Kristi Faltorusso Chief Customer Officer at Client Success. She is an award-winning Customer Success Executive with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she has helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy.

We kick off by asking Kristi to share her career journey and what has led her to where she is today.

• Wanted to be an attorney.
• Public Relations.
• Connecting with people and stories.
• Digital Advertising.
• SEO.
• Taught at Long Island University.
• First to teach SEO in the country.
• Customer Success.

We ask Kristi what is Customer Success and why is it so important.

• The function of helping your customers be successful in that partnership.
• Popping up in a ton of industries.
• Complexity.
• Customer Succes Management System.
• Scale and drive efficiency.

Then we ask Kristi does a rockstar person look like in the Customer Success world.

• Empathy.
• Change Management.
• Different software changes how they do it.
• Communication.
• Grit and tenacity.
• Mindset.

Next, we ask Kristi how they measure impact.

• Early stages of onboarding.
• Different experiences and journeys.
• Clear expectations.
• Don't jump into onboarding.
• Partnership kick-off discussion.
• A lot of confirming.
• Variant models.

Then we ask Kristi are woman better Venture Capitalists.

• Risk-averse.
• Bigger risks.

We ask Kristi what holds women back and where she feels we are winning with women in business and tech.

• Family.
• It all starts at home.
• Balance and boundaries.
• Better operating models.

We ask Kristi how would she design a world that works for women when they need time off to have kids.

• If they are good hires, hire them.
• Compensation, women don't negotiate.
• Women holding women back.

Lastly, we ask Kristi if she has productivity hacks to share.

• Post it.
• Clear goals.
• Make your bed.