The 2026 CS Survival Guide: Hire Ops, Consolidate Tools, Redefine Roles

We’re thrilled to welcome Kristi Faltorusso back to the [Un]Churned podcast! Kristi, once a beloved co-host, has since made waves in the customer success (CS) space, and her return brought equal parts nostalgia and forward-thinking insights. From leading high-performing CS teams to influencing industry best practices in customer success, she’s consistently at the forefront of what’s next.

Josh Schachter and Kristi Faltorusso explore her top predictions for customer success in 2026, focusing on actionable strategies for revenue and CS leaders to prepare for the evolving landscape. Whether you’re an experienced leader or just starting out in CS, these insights will empower you to drive stronger outcomes. Let’s jump into her vision for the future!

The Rise of CS Operations

Kristi predicts that Customer Success Operations (CS Ops) will take center stage as organizations lean into AI and automation to scale efficiently. According to our annual report, The Customer Success Index 2025: Outcomes Over Everything (CS Index), 52% of CS teams have already adopted AI in some capacity (up from 44% last year). However, many teams are still scratching the surface of its potential. For AI initiatives to succeed, Kristi emphasized that organizations need strong operational frameworks led by skilled CS Ops professionals.

Why the spotlight on CS Ops? With AI becoming a key tool in automating workflows like churn prediction and sentiment analysis, it’s critical to have individuals who deeply understand systems integration and process design. Kristi also pointed out that CS Ops teams are pivotal in ensuring AI solutions align with business goals, enabling both short-term wins and long-term scalability.

For revenue leaders, investing in the CS Ops part of your RevOps strategy is a necessity. Start by hiring or upskilling team members with expertise in automation tools and data analytics. Implement training programs and create collaborative spaces for your CS Ops team to innovate their approach in 2026. By prioritizing CS Ops, you’ll not only streamline operations, but also build a foundation for delivering outcomes that drive retention and growth.

Consolidation of the Tech Stack

Another prediction Kristi highlighted is the continued consolidation of tech stacks. Organizations are increasingly reevaluating their tools, seeking to cut costs and simplify operations without sacrificing impact. According to the CS Index, nearly half of CS teams reported exploring ways to streamline their software solutions in the last year.

Why is this trend accelerating? Kristi noted that many organizations have been experimenting with AI tools and other point solutions, resulting in overlapping functionalities and inflated budgets. Consolidating these tools allows teams to focus on what truly adds value while reducing complexity.

For those exploring best practices in customer success, Kristi suggests starting with an audit of your current tools. Identify redundancies, determine which platforms provide the most comprehensive solutions, and phase out the rest. Remember, a well-integrated tech stack empowers your team to work smarter and deliver measurable results.

Evolution of Customer Success Roles

The Customer Success Manager (CSM) role as we know it is evolving. Kristi envisions job descriptions and responsibilities transforming significantly over the next few years. It’s no longer just about managing accounts; the focus is shifting toward driving strategic outcomes for customers. The CS Index shows an increasing emphasis on metrics like Gross Revenue Retention (GRR) and product adoption, highlighting the growing need for outcome-driven approaches.

What does this mean for CS professionals? Leaders must adapt by redefining role expectations. Future job descriptions will likely emphasize data fluency, adaptability, and strategic thinking over traditional activities. Kristi also predicts a shift in skill requirements, with customer success professionals needing to master AI, learn operational processes, and collaborate cross-functionally.

For leaders, the advice is clear: Proactively reimagine your team’s roles and invest in their growth. Provide access to upskilling opportunities like AI training or certifications. Partner with HR teams to write job descriptions that reflect the future of customer success, ensuring you attract talent with the right mix of skills to thrive in this evolving landscape.

Actionable Takeaways for Revenue Leaders

Kristi’s predictions are not just food for thought—they’re a call to action for revenue and customer success leaders. Here’s how you can prepare:

1. Invest in CS Ops: Dedicate resources to hiring and training a robust CS Ops team. Their expertise will be critical in implementing AI, optimizing workflows, and driving efficiency.
2. Streamline Your Tech Stack: Audit your tools and consolidate platforms where possible. Prioritize software that integrates seamlessly and supports long-term goals.
3. Redefine CS Roles: Update job descriptions and responsibilities to align with the evolving demands of the role. Focus on outcomes, data fluency, and adaptability when hiring and training your team.
4. Adopt Best Practices in Customer Success: Use insights from reports like the CS Index to stay ahead of industry trends. Align your strategies with proven practices to drive retention and revenue growth.

By adopting these strategies and focusing on best practices in customer success in the age of AI, revenue leaders will position their organizations for success in an increasingly dynamic market. 

Want More Insights?

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FAQ

• What is CS Ops, and why is it important? Customer Success Operations (CS Ops) focuses on building the systems, processes, and infrastructure that enable CS teams to scale efficiently. As AI and automation become integral to CS, CS Ops professionals play a crucial role in ensuring these technologies are implemented effectively and aligned with business goals.
• How can organizations effectively consolidate their tech stack? Start by auditing your current tools to identify redundancies. Evaluate which platforms provide comprehensive solutions and integrate seamlessly with your existing systems. Phasing out tools with overlapping functionalities can reduce costs and improve operational efficiency.
• What skills will be essential for future Customer Success roles? Future CS professionals will need strong data analytics skills, familiarity with AI and automation tools, and the ability to drive customer outcomes. Adaptability and collaboration will also be key as teams work cross-functionally to achieve strategic goals.