Shifting from defense to offense in Customer Success is not a simple task. But to help your customers achieve their business goals, you need to have a proactive mindset. So, how do you make the move—and find the time to focus on the offensive?
In this episode, our host Anika Zubair chats with Harini Gokul, Head of Customer Success at AWS about her experience of shaping and building CS as a value realization function.
Harini is a global business and technology leader. She has twenty years of experience leading over 2,500 global employees at Microsoft and is currently a part of Amazon Web Services' Executive team where she oversees the CS department.
So, what does CS look like at one of the most customer-centric companies in the world?
When making the transition from reactive to proactive, you find that delivering success for them makes them more invested in your success.
Listen now to the full conversation with Harini and Anika to learn about her experience of shaping and building CS as a value realization.
Chief Customer Officer
Entrust
Harini is a seasoned customer success executive with over 20 years of experience driving growth and scale across SaaS and enterprise platforms. As Chief Customer Officer at Entrust, she leads customer strategy and revenue expansion globally. She previously led Customer Success for digital businesses at AWS and spent more than 14 years at Microsoft, where she helped scale one of the tech industry’s largest CS organizations. Harini also advises early-stage companies as a limited partner at Operator Collective and serves on the board of WTIA.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
