We’re championing the Real SaaS Revolutionaries. The leaders and experts building the SaaS companies today that’ll shape our industry and community tomorrow. Each week we’ll be profiling some of the SaaS champions, nominated by their peers. Know someone who deserves the spotlight? They could be our next Revolutionary!
Today we have two Real SaaS Revolutionaries: Kristi Faltorusso and Jeff Breunsbach.
Kristi Faltorusso is VP of Customer Success at IntelliShift. Over the past decade she has helped many companies redefine Customer Success resulting in increased retention and long term revenue growth. Prior to joining IntelliShift she was the VP of Customer Success at BetterCloud, and Global Director of Enterprise Customer Success at Sisense.
Tell us about how you got started in Customer Success
I started in Customer Success in 2012, after 10 years in Marketing, as an SME having used a technology called BrightEdge. As they expanded to the East Coast, I was able to join their Enterprise CS team. Moving into Customer Success was one of the best decisions I’ve made and I’ve had the great fortune of having many wonderful opportunities over the past 9 years.
What’s been the highlight of your career so far?
Being asked to share my build and scale story at IntelliShift at the Gainsight Pulse Everywhere event this spring.
What’s been the best piece of advice you’ve received from a manager, mentor or colleague?
In Customer Success you have to learn to compartmentalize. Things will go wrong and it might be out of your control, but those things do not define you. Use these moments to learn and grow.
Recommend one book, blog post, podcast episode or video that’s really helped you in your career.
Paul Henderson’s The Outcome Generation
Jeff Breunsbach is Director of Customer Experience at Higher Logic, an industry leader in cloud-based engagement platforms. He is also the founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers.
Tell us about how you got started in Customer Success
I’ve always been in customer-facing roles. I’ve enjoyed customer success – it has a little flavor of everything. It is very similar to consulting – finding creative solutions to help your customers achieve their outcomes.
What’s been the highlight of your career so far?
Building and selling our firm (Customer Imperative)
What’s been the best piece of advice you’ve received from a manager, mentor or colleague?
“So what, now what?”
–> we always need to keep moving forward whether positive or negative situations
Recommend one book, blog post, podcast episode or video that’s really helped you in your career.
How to Lead by David Rubenstein
He’s interviewed so many leaders, the lessons he shares are valuable because they cross industry and segment.
