Headline

Head of Customer Success @ SearchUnify | Transforming CX with AI & Cognitive Search | Ex-Rubrik, Zscaler, Adobe | Scaling Retention ($70M+ ARR) | PMP®

About

🔹 Customer Success | Retention & Growth | SaaS | Scalable Success Models | Strategic Leadership With 15+ years of experience driving customer success and retention across leading tech organizations—Rubrik, Zscaler, and Adobe—I specialize in building world-class customer experiences that scale. My focus has been maximizing value, minimizing churn, and turning customers into long-term advocates. 💼 Highlights: Spearheaded Customer Success initiatives, managing 1600+ customers with $70M+ in ARR Delivered high-impact onboarding, adoption, and retention programs with <15% churn Built and led CS teams that supported both enterprise and mid-market clients across global regions Proven success in scaling CS frameworks aligned with product-led and sales-led GTM strategies Adept in stakeholder management, QBRs, health scoring, renewals, and upsell opportunities 🎓 Certifications & Skills: PMP Certified Digital Marketing Certified Trained in Six Sigma, Quality Management, and Leadership Development Strong cross-functional collaboration across Sales, Product, and Support Customer success is not just a function but a growth engine. I always aim to deliver measurable value, build trust, and align success plans with each customer’s unique journey. Let’s connect if you're passionate about driving customer value, retention, and sustainable growth. 📩 gouravarora101@gmail.com | 📱 +91 7838024629

Location

Panchkula

AI stack

claude code

lovable

notebooklm

openai

Adobe Firefly

Work experience

Head of Customer Success at SearchUnify, Feb 2026 - Present · 8 mos, Panchkula, As the Head of Customer Success at SearchUnify, I lead the global CS organization with a mission to transform how enterprises approach customer support and self-service. By leveraging cutting-edge Cognitive Search, Machine Learning, and Generative AI, my team and I empower large enterprises to conquer information overload, drive massive case deflection, and elevate their overall Customer Experience (CX). Key Initiatives & Responsibilities: Global CS Strategy & Leadership: Building, scaling, and mentoring a high-performing, global Customer Success team to drive continuous value realization across our enterprise client base. Retention, Growth & ROI: Owning the overall health of enterprise accounts. I drive retention, mitigate churn risk proactively, and uncover expansion opportunities by ensuring our customers achieve measurable ROI and business outcomes. Operational Excellence: Designing and standardizing comprehensive customer engagement models, lifecycle playbooks, and CS operations. I track and optimize key success metrics including CSAT, NPS, NRR, and Time-to-Value. Strategic Account Management: Orchestrating impactful Executive Business Reviews (EBRs) and success planning to align our platform's capabilities with our clients' evolving strategic goals. Voice of the Customer (VoC): Serving as the primary bridge between our customers and internal teams. I partner closely with Product and Engineering to influence the feature roadmap based on user insights, and with Sales and Marketing to foster customer advocacy and seamless lifecycle handoffs. Core Technologies & Focus Areas: Enterprise SaaS | Artificial Intelligence (AI) | Generative AI (GenAI) | Cognitive Search | Knowledge-Centered Service (KCS) | Customer Support Ecosystems

Leader Success, Retention & Renewals at Rubrik, Inc., Mar 2023 - Feb 2026 · 3 yrs, Bengaluru

Manager, Customer Success at Zscaler, Jun 2022 - Mar 2023 · 10 mos, Bengaluru, Karnataka, India

Manager, Customer Success at Adobe, Aug 2013 - Jun 2022 · 8 yrs 11 mos, Noida Area, India

Lead Quality at IBM, Nov 2010 - Aug 2013 · 2 yrs 10 mos

Education

Bachelor of Commerce (B.Com.), Accounting, Calcutta University, Kolkata

High School Edcucation, Universidad Don Bosco