After the Close

Kristi Faltorusso
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This is After the Close. The podcast about what actually happens after the deal is signed. The wins, the messes, the missteps, and the moments no one puts on a slide. If you work in Customer Success, revenue, or leadership and you’ve ever thought, “Why does no one talk about this part?”—this podcast is for you. Welcome to the real work.

Episodes

  1. EPS 5: Account Transitions: What could possibly go wrong?

    4D AGO

    EPS 5: Account Transitions: What could possibly go wrong?

    Account transitions are one of the most common and most underestimated moments in the customer journey. A deal closes. High fives all around. And then someone says: “Great… now let’s hand this off to Customer Success.” Sounds simple. But anyone who’s been in Customer Success long enough knows this is where things can start to unravel. In this episode of After the Close, Kristi is joined by Eleni Vorvis, Fractional VP of Customer Success, and we’re talking about the messy reality of account transitions. The good ones that build trust immediately… and the painful ones where the new CSM walks into a meeting thinking one thing while the customer expects something completely different. We’ll break down: • Why account transitions are such a critical moment in the customer experience • The biggest mistakes companies make when handing off customers • What great sales-to-CS transitions actually look like in practice • How to preserve trust, context, and momentum during team changes • Simple frameworks and communication tactics to make transitions smoother Because here’s the truth: Most customer problems don’t start six months into the relationship. They start on day one, when the handoff goes sideways. If you’re in Sales, Customer Success, or leadership, this episode will help you rethink how your organization approaches account transitions so customers feel confident, supported, and excited about what comes next. And ideally… your CSM doesn’t start the relationship by saying: “Wait… what did we promise them?” 😅

    47 min
  2. EPS 2: The AI S**T Show ... Where are all the leaders?

    FEB 2

    EPS 2: The AI S**T Show ... Where are all the leaders?

    Last year, the AI mandate in SaaS was simple: Everyone start testing. So teams did exactly that. They grabbed tools. Built workflows. Automated everything in sight. What they didn’t get? Governance. Clarity. Direction. Support. The result wasn’t innovation. It was chaos. In this episode of After the Close, I unpack why AI feels so messy in SaaS right now and why it’s not a tooling problem. It’s a leadership one. We talk about: How “go experiment” turned into disconnected efforts and duplicate work Why AI made teams busier, not more effective The hidden cost of solving different problems in different ways What leaders missed and what should have happened instead How to reset AI strategy around outcomes, prioritization, and judgment This isn’t an episode about which AI tools to use. It’s about how to lead when the technology moves faster than your organization. If AI feels chaotic in your company, this conversation will help you understand why and what to do next.

    35 min
  3. After the Close: Trailer

    SEASON 1, EPISODE 1 TRAILER

    After the Close: Trailer

    After the Close is a podcast about what really happens after the deal is signed. Real stories, real mistakes, real lessons from Customer Success, revenue, leadership, and growth. No fluff. No vanity metrics. Just honest conversations about what it takes to keep customers, grow accounts, and build durable businesses.

    1 min
  4. EPS 1: This customer was definitely in the ICP ... RIGHT?

    JAN 19

    EPS 1: This customer was definitely in the ICP ... RIGHT?

    Season 1, Episode 1 – This Customer Was Definitely in the ICP… Right? We’ve all said it. We’ve all believed it. And we’ve all paid for it later. In this episode, I’m kicking off Season 1 by unpacking a customer that looked perfect on paper… and turned into a slow-motion trainwreck in reality. We talk about: What ICP actually means vs how it’s used in SaaS The red flags that get ignored in the name of growth How bad-fit customers quietly drain CS teams Why churn isn’t always the failure — sometimes the deal is And the uncomfortable truth: Customer Success can’t outwork bad fit If you’ve ever inherited an account and thought, “How did we ever think this was a good idea?” — this episode is for you. Welcome to After the Close.

    34 min

Trailer

About

This is After the Close. The podcast about what actually happens after the deal is signed. The wins, the messes, the missteps, and the moments no one puts on a slide. If you work in Customer Success, revenue, or leadership and you’ve ever thought, “Why does no one talk about this part?”—this podcast is for you. Welcome to the real work.

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