Moving from Defense to Offense in CS
Moving from Defense to Offense in CS
Moving from Defense to Offense in CS
Moving from Defense to Offense in CS
Harini Gokul, Head of Customer Success at AWS discusses her experience of shaping and building CS as a value realization.
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Harini Gokul, Head of Customer Success at AWS discusses her experience of shaping and building CS as a value realization.
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Harini Gokul, Head of Customer Success at AWS discusses her experience of shaping and building CS as a value realization.
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?
“It comes down to customer obsession and defining value the way our customers define it. Not what I think it is, not what you believe it is, but to truly work backward and learn what success looks like for our customer.”
Harini Gokul
Chief Customer Officer
Entrust
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?
“It comes down to customer obsession and defining value the way our customers define it. Not what I think it is, not what you believe it is, but to truly work backward and learn what success looks like for our customer.”
Harini Gokul
Chief Customer Officer
Entrust
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?
“It comes down to customer obsession and defining value the way our customers define it. Not what I think it is, not what you believe it is, but to truly work backward and learn what success looks like for our customer.”
Harini Gokul
Chief Customer Officer
Entrust
When making the transition from reactive to proactive, you find that delivering success for them makes them more invested in your success.
“I think when done right, your customer becomes your advocate. That is the ultimate sign of a trusted relationship where we've added value and helped them move on their journey.”
Harini Gokul
Chief Customer Officer
Entrust
When making the transition from reactive to proactive, you find that delivering success for them makes them more invested in your success.
“I think when done right, your customer becomes your advocate. That is the ultimate sign of a trusted relationship where we've added value and helped them move on their journey.”
Harini Gokul
Chief Customer Officer
Entrust
When making the transition from reactive to proactive, you find that delivering success for them makes them more invested in your success.
“I think when done right, your customer becomes your advocate. That is the ultimate sign of a trusted relationship where we've added value and helped them move on their journey.”
Harini Gokul
Chief Customer Officer
Entrust
Listen now to the full conversation with Harini and Anika to learn about her experience of shaping and building CS as a value realization.
Listen now to the full conversation with Harini and Anika to learn about her experience of shaping and building CS as a value realization.
Listen now to the full conversation with Harini and Anika to learn about her experience of shaping and building CS as a value realization.
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© 2025 Planhat AB
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© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB