Global Tech Leaders' Podcast podcast

Women in Tech Series: Kristi Faltorusso Chief Customer Officer at Client Success shares the importance of balance and boundaries.

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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.
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