Kristi Faltorusso

The customer success landscape is about to shift dramatically. Kristi Faltorusso, fresh off her departure from ClientSuccess after five years, reveals the three trends that will define CS in 2026—and the second one might surprise you. From the explosion of CS Ops to the “ERR apocalypse” hitting tech stacks across the industry, Kristi breaks down what’s coming and how to prepare. Plus, she shares the uncomfortable truth about why she left a job she loved and how an hour a day of AI learning...

Takeaways for GTM leaders: #1: Build Your LinkedIn Presence Into a Direct Hiring Pipeline That Replaces Recruiters Kristi grew her LinkedIn following to over 57,000 followers, primarily in the CX space, which has become her primary hiring platform. One LinkedIn post generates hundreds of qualified applicants, and her network delivers pre-vetted referrals on demand. This eliminates recruiter dependency for most roles and dramatically reduces hiring risk through trusted recommendations. #2: ...

As we close the year, I’ve been thinking a lot about the choices that shape our careers; the bold ones and the quiet ones. And the truth is, for a long time, I made the quiet ones. The safe ones. The comfortable ones. The ones that didn’t require me to be seen too much or want too much. I spent years playing small. Act 1: Marketing: When growth felt effortless In my early career, Marketing Kristi, opportunity seemed to find me. Fresh out of college, I landed in advertising with the charming...