S6E1 - The CS Playbook: How to Scale Retention & Growth in B2B SaaS With Kristi Faltorusso

In the first episode of season 6 of the Grow Your B2B SaaS podcast, we discuss how customer success helps B2B SaaS companies grow by keeping customers happy and reducing churn. Our guest, Kristi Faltorusso, has 13 years of experience in customer success and SaaS. She shares how to create and manage customer success strategies. Kristi is the Chief Customer Officer at ClientSuccess, a founding member of the Gain, Grow, Retain CS Community, and a limited partner at Stage2 Capital. She also co-hosts three CS podcasts and offers valuable resources for SaaS businesses. Tune in to hear Kristi's insights on customer success.Key Timestamps

• (0:50) - Guest Introduction: Kristi Faltorusso
• (1:28) - Importance of Customer Success in B2B SaaS
• (4:32) - Common Misconceptions About Customer Success
• (7:54) - Starting and Building Customer Success
• (9:25) - The Journey from Crawl to Walk to Run
• (13:46) - Challenges in Using Customer Data Effectively
• (17:16) - Importance of Early Indicators and Trends
• (19:40) - Involving Customers in Building Processes
• (24:34) - Risk and Opportunity of AI in Customer Success
• (33:08) - Best Advice on Customer Success
• (34:18) - Scaling from 10 Million to 100 Million ARR