Kristi expects CS roles to change in scope, though she does not expect them to disappear. Listen
She says she does not see roles going away, but expects their scopes to evolve, so job descriptions will look very different from those posted over the last 15 to 20 years. She says she does not yet know whether execution will match the paper change, because that level of change takes a long time.
“The customer success role will inherently look very different on paper.”
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From 3 CS Trends That Will Define 2026 & Kristi's Next Chapter ft. Kristi Faltorusso.