Value-Driven Customer Engagement Framework

Learn directly from Kristi Faltorusso, one of the industry's most respected Customer Success leaders, as she shares her proven 8-step engagement model designed to align with your customer’s goals and deliver value at scale.

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Kristi Faltorusso

As an award-winning Customer Success executive with over 12 years of experience in CS and SaaS, I’ve had the privilege of helping SaaS organizations scale, drive retention, and unlock growth. With leadership roles spanning startups to enterprise organizations, I’ve spearheaded transformative strategies that blend operational rigor with a relentless focus on customer value.

Beyond the boardrooms and dashboards, I’m deeply invested in the growth of the Customer Success profession. From mentoring emerging leaders to creating scalable playbooks, templates, and resources, I’m here to empower teams to succeed at scale.

Introduction

Hear from Kristi as she outlines how this course and 8-step guide will transform your approach to customer success. Learn how to engage your customers effectively, align on value, and ultimately deliver impactful results. Kristi highlights the critical role of value realization for Customer Success Managers, sharing real-world examples that demonstrate how these strategies drive meaningful success in practical application.

Purchase Includes:

Course Certificate
8-Step Framework Workbook

What You'll Learn

This course introduces a value-first approach to customer engagement, designed to move beyond activity tracking and into outcomes that matter. Based on Kristi’s 12+ years of success in SaaS and CS leadership, you’ll learn how to:

Skill Development

Conduct value-focused discovery that uncovers real business needs
Align on customer pain points and position tailored solutions
Build collaborative success plans that ensure long-term retention
Shift the CSM mindset toward value realization and strategic outcomes
Use practical templates and examples to apply this framework immediately

Why It Matters

Kristi’s Value-Driven Customer Engagement model has been used to scale CS organizations and boost customer retention across startup and enterprise environments. This course is your chance to adopt a proven, real-world framework that enhances every step of your customer journey.

Course Format

Length: ~90 minutes of self-paced video content
Modules: 5 (includes exercises and downloadable workbook)
Skill Level: All levels. Ideal for CSMs, team leads, and SaaS professionals
Access: Free, with 1-year unlimited access
Certificate: Instant digital certificate upon completion

Course Modules

CS Framework Phase 1: Discovery
CS Framework Phase 2: Pain
CS Framework Phase 3: Solution
CS Framework Phase 4: Alignment
CS Framework Phase 5: Planning

Who This Course Is For

Customer Success Managers focused on improving engagement and value delivery
SaaS professionals aiming to build stronger client partnerships
New and seasoned CSMs looking to structure customer conversations with clarity and impact
Anyone building strategic success plans to drive retention and outcomes

Affiliate Program

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Not-for-Profit Mission

CustomerSuccessU is a global not-for-profit organization committed to making career advancement accessible to everyone. We offer free and affordable courses, certifications, and resources to support individuals at any stage of their professional journey, whether they are beginning their careers, transitioning to a new field, or preparing for leadership roles.

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