Executive + Associate Members

From CSM to CS Leader: Owning Your Evolution

Lead beyond yourself, run high-performing CS teams, and communicate impact in the language your executives understand.

Next cohort starts December 3.

What you’ll lock in by Week 3.

5 pillars

of strategic CS leadership mastered.
Vision. Team. Strategy. Measurement. Influence.

6 skills

that elevate you from CSM to leader.
Executive presence. Data decisions. Influence. Coaching. Business-first thinking. Prioritization.

The shift every CS leader faces.

You’re the go-to for customers—but not for strategy.

You can talk outcomes all day, but you want a stronger voice in company decisions.

You’re managing success, not leading it.

The move from execution to enablement takes new systems, new language, and a new mindset.

You’re seen as support, not as a growth driver.

You know CS impacts revenue, but need the frameworks to prove it with data and confidence.

Join Pavilion and unlock this course

Sam Jacobs clapping in front of a room of people

Hear from our alumni.

See what students say after leaning into Pavilion.

Today, Pavilion is the go-to organization for professional learning and development for people working across GTM, and I'm grateful to have played a part in its evolution.”

Alexander Kotler

Principal at Alchemunity

Live demos, walkthroughs, and energy. Pavilion makes automation sound easy. It was fantastic to learn from them.”

Vinícius Targher

Co-Founder at Jaumatic

Lead beyond yourself

Build self-awareness, presence, and emotional intelligence that earn trust. Learn to coach instead of carry and move from doing to leading.

Define what great CS leadership looks likes

Operationalize leadership through clear rhythms, metrics, and communication that drive results.

Lead for business impact

Tie Customer Success directly to retention, expansion, and revenue. Communicate outcomes in executive language and position yourself as a strategic business partner.

From CSM to CS Leader Curriculum

All sessions are live, 90 minutes. Please note; sessions are subject to change.

Leading Beyond Yourself

December 3 @ 11AM ET

Transition from execution to enablement, build emotional intelligence, and apply coaching and prioritization frameworks that scale your impact..

Kristi-1

Kristi Faltorusso
Chief Customer Officer, ClientSuccess

What Great CS Leaders Actually Do

December 10 @ 11AM ET

Operationalize leadership through meetings, metrics, and team systems that create accountability, trust, and performance.

Kristi-1

Kristi Faltorusso
Chief Customer Officer, ClientSuccess

Leading for Impact

December 17 @ 11AM ET

Measure and communicate impact, influence stakeholders, and drive retention and expansion through leadership.

Kristi-1

Kristi Faltorusso
Chief Customer Officer, ClientSuccess

FAQs

Have questions about this course? We have answers.

: This course is part of Pavilion University, the learning engine behind Pavilion’s global community of go-to-market leaders.

As a member, you’ll get access to:

Live courses taught by in-seat executives who’ve built and scaled GTM teams

Peer mentorship from hundreds of CS, RevOps, and CRO leaders

Private leadership groups where members share templates, comp plans, and playbooks

Career acceleration programs designed to help you grow into VP and CCO roles

Your Pavilion membership isn’t just about learning — it’s about joining a network that lifts you higher, faster.
: Built for Customer Success Managers, Senior CSMs, Team Leads, and Directors ready to move from managing customers to leading outcomes.

If you want to connect the dots between customer health, retention, and business growth—this is where you level up.

You’ll get:

Live instruction and Q&A with Kristi Faltorusso

Practical frameworks for leadership and communication

Systems for team rhythms, accountability, and impact

A final exam and certification of completion
: A three-part, live course that helps CS professionals evolve from tactical execution to strategic business leadership.
: Kristi Faltorusso is an award-winning Customer Success executive, advisor, and speaker with over 13 years in SaaS. As Chief Customer Officer at ClientSuccess, she leads Success, Support, and Consulting with a focus on strategic impact and measurable customer value. Kristi has helped countless CS professionals grow into confident, credible business leaders through her hands-on leadership frameworks and community mentorship.
: Yes. Session recordings are available to all enrolled participants for review or if you miss a live class.

Lead Customer Success Like a Business?

You’ve mastered customer relationships. Now it’s time to own the strategy. Step into the next phase of your career—where your work drives impact, influence, and measurable business outcomes.