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-4h7JgMnBVco3EGtPohATimestamps: 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 Connect with Tomas:X: https://x.com/TomasLoucky⁠⁠⁠Stan: https://stan.store/TommenLinkedIn: https://www.linkedin.com/in/tomasloucky/⁠⁠Instagram: https://www.instagram.com/thisistommen/⁠⁠More:Links: https://linktr.ee/produced_by⁠⁠⁠Newsletter: ⁠⁠⁠⁠https://producednewsletter.substack.com/⁠Tools & gear that support the show:Metricool: https://f.mtr.cool/HRJBZKRiverside: https://riverside.sjv.io/vDnDodFavikon: https://www.favikon.com?fpr=tommenRa Optics: https://ra-optics.myshopify.com/discount/TOMMEN?rfsn=8803777.591d19JamX: https://jamx.ai/podcasters-offer?ref_id=e02d48af-ef66-4e76-b804-c2e8d282a8bfSome links are affiliate links, which means I may earn a small commission at no extra cost to you. If you find them useful, using these links helps keep the podcast running. Thank you!  Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.