Customer Success Career Path to the C-Suite

Building a thriving career in Customer Success is no small feat, and no one knows this better than Kristi Faltorusso. In this episode of the Customer Success Pro Podcast, I had the honor of speaking with Kristi—a four-time Top 25 CS Influencer and Chief Customer Officer (CCO) at ClientSuccess—about her journey, leadership lessons, and what it takes to succeed in the evolving CS landscape.

Kristi’s career story is nothing short of inspiring. From starting in marketing to becoming a pioneering leader in Customer Success, she shares her passion, hard work, and strategic career moves that helped her get to the top. This episode is packed with insights on leadership, continuous learning, and the role of AI in CS, making it a must-listen for aspiring and experienced CS professionals alike.

Kristi’s Journey: From Marketing to Chief Customer Officer 

Kristi’s path to becoming a CCO wasn’t a straight line. She started her career in marketing, but her natural ability to build relationships, drive customer outcomes, and lead teams pulled her toward Customer Success.

Her story is a testament to taking calculated risks—something she strongly encourages for those looking to move up in their careers. Kristi shares how embracing new challenges and stepping outside her comfort zone helped her transition from individual contributor to executive leadership.

Key Takeaways from Kristi’s Career Path: 

✅ Your background doesn’t define your future—skills like communication, strategy, and leadership are transferable.

✅ Hard work and passion go a long way—Kristi attributes much of her success to consistently showing up, learning, and pushing boundaries.

✅ Take risks and pivot when necessary—stagnation isn’t an option if you want to climb the CS leadership ladder.

How to Secure a Seat at the Executive Table in Customer Success 

One of the most valuable parts of our conversation was about getting Customer Success a seat at the executive table. As CS professionals, we often have to prove our value in boardrooms dominated by Sales, Product, and Finance. Kristi shares her insights on how Customer Success leaders can drive revenue, retention, and customer advocacy to earn that seat.

Strategies for Elevating CS in the C-Suite: 

📌 Adopt a data-driven approach – Speak the language of executives: revenue impact, retention, expansion, and churn reduction.

📌 Be proactive, not reactive – Anticipate customer needs before they arise and demonstrate strategic thinking.

📌 Align CS with company goals – Show how Customer Success directly impacts business growth and contributes to overall success.

Kristi also discusses the importance of leadership and passion in making an impact at the executive level. She believes that great CS leaders don’t just manage customers—they drive business transformation.

Work-Life Balance in CS Leadership: Is It Possible? 

Achieving work-life balance as a CS leader is a hot topic, and Kristi shares her candid thoughts on managing the pressures of leadership. From her perspective, balance is about setting boundaries, prioritizing effectively, and making time for personal growth.

Kristi’s Tips for Managing Leadership Stress: 

✅ Prioritize ruthlessly – Not every email or meeting needs immediate attention. Focus on high-impact work.

✅ Delegate with confidence – Trust your team to own responsibilities so you can focus on strategy.

✅ Make time for personal well-being – A healthy leader is a better, more effective leader.

Kristi’s Top Career Tips for CS Professionals: 

✔ Stay curious and keep learning – The CS industry is evolving, and ongoing learning is key to staying relevant.

✔ Don’t be afraid to pivot – If an opportunity aligns with your skills and passion, take the leap.

✔ Leverage your network – Build relationships within the CS community to learn, grow, and open new doors.

She also emphasizes the importance of mentorship and community involvement. Whether you’re an aspiring CSM or looking to transition into a leadership role, surrounding yourself with mentors, peers, and CS thought leaders can make all the difference.

Final Thoughts: What’s Next for CS? 

As we wrapped up the episode, Kristi shared her thoughts on the future of Customer Success. With the industry moving towards data-driven strategies, AI-driven automation, and an increased focus on revenue retention, the role of CS leaders is more critical than ever.

She also touched on career progression, gender diversity in tech, and leadership opportunities beyond the CCO role, making this a well-rounded and insightful conversation for any CS professional.

Listen Now & Elevate Your CS Career 

This episode with Kristi Faltorusso is a goldmine of insights for anyone looking to level up in Customer Success. Whether you’re just starting out or eyeing an executive position, her advice on leadership, strategic thinking, and AI adoption will help you navigate your CS career with confidence.

🎧 Listen on your favorite platform: 

🔹 YouTube

🔹 Spotify

🔹 Apple Podcasts

Want to take your CS career to the next level? 

✅ CSM RevUP Academy – My coaching program for ambitious CS professionals.

✅ AI Guidebook for CS – Learn how to use AI for smarter Customer Success strategies.

Connect with Us 

📌 Follow Kristi Faltorusso: LinkedIn | ClientSuccess

📌 Follow Anika Zubair: LinkedIn | YouTube | TikTok | Website