---
title: "Gourav Arora - Head of Customer Success in Panchkula | Tal"
description: "Meet Gourav Arora, Head of Customer Success @ SearchUnify | Transforming CX with AI & Cognitive Search | Ex-Rubrik, Zscaler, Adobe | Scaling Retention ($70M+ ARR) | PMP® based in Panchkula. AI stack includes claude code, lovable, and notebooklm."
image: "https://tal.club/meet/gourav-arora/share-image"
---

# Gourav Arora on Tal

## 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

[View the original profile](https://tal.club/meet/gourav-arora)

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