Kristi Faltorusso

Customer Success leader and maker who recently departed ClientSuccess after five years; writer of a newsletter about her journey and active builder who experimented with AI to create products and drive CS ops and automation thinking.

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Jan 7, 2026 • 30min

3 CS Trends That Will Define 2026 & Kristi's Next Chapter ft. Kristi Faltorusso

Kristi Faltorusso, a Customer Success leader and builder, shares her insights after leaving ClientSuccess. She discusses three pivotal trends shaping Customer Success in 2026, including the rise of CS Ops and a looming tech-stack consolidation, dubbed the 'ERR apocalypse.' Kristi reveals how she built four products through daily AI learning and emphasizes the importance of discovering AI champions within organizations. Her reflections on deep trust in leadership and a call to balance tech use with joyful reading round out this engaging conversation.

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