Toronto, Ontario, Canada
With over 10 Gainsight instances under her belt, Gunjan is a seasoned expert in the field of customer success operations. She has been elected to serve on the CS Ops Product Council run by Gainsight for two consecutive years, and is known for her expertise in Gainsight administration. Gunjan is also Salesforce Administrator- and Sales Cloud Consultant-certified, and has a track record of success in streamlining processes and improving efficiency to drive better outcomes for businesses and their customers. In addition to her professional accomplishments, Gunjan is passionate about building and leading high-performing teams, and is dedicated to driving continuous improvement. Gunjan co-founded and evangelizes the first and only customer-driven community for Gainsight Admins. Outside of her career, Gunjan leads as an executive on We Run North York, working to foster an environment for all levels of runners while partnering with prominent shoe brands for demos, races, and specialty running stores. In addition, she is a leader of Cani6ix, a community based on canicross (think sled dogs but with running), reaching speeds she could not without Mowgli, planning runs with both experienced and beginner canicross teams, and partnering with canicross gear brands to provide test gear for beginners from brands like Nonstop, Nahak, and Le Chien Blanc. She is fond of dogs, hiking, and travel, having been to 41 countries and still counting.
I lead Customer Success Operations at Hyland, responsible for the systems, processes, and programs that enable our global CS organization to deliver consistent, high-impact customer outcomes. In this role, I: - Drive transformation and operational excellence across Customer Success and Renewals -Design scalable customer segmentation, coverage models, and lifecycle programs -Build and optimize the customer journey framework to align engagement, risk signals, and growth opportunities. -Own and evolve the Gainsight ecosystem and its integration with Salesforce and other platforms Lead cross-functional initiatives to improve churn visibility, renewal alignment, and data-driven decision-making -Develop dashboards, KPIs, and reporting frameworks that provide clarity to leadership and field teams With a strong background in CS systems, program management, and AI-driven enablement, I focus on simplifying complexity, reducing friction, and enabling teams to deliver value at scale.
Gainsight Technical Consultant at Workleap (formerly known as GSoft) May 2023 - December 2023 Salesforce Sales Cloud Re-implementation at inSided May 2021 - February 2022 - Revised and optimized data management automation rules in order to ensure accuracy in a single source of truth model - Created thorough SaaS enterprise sales, renewals, and growth process using Opportunities, Contracts, and Products to provide visibility on multi-year subscription businesses across B2B and B2C segments Gainsight Technical Consultant at CloudCheckr December 2020 - October 2021 - Enhancing a revised customer health scorecard - Data discrepancy troubleshooting and overall optimization - Implemented processes and training related to Horizon NXT product releases Gainsight Technical Consultant at inSided November 2020 - January 2021 - Implemented a revised and segmented customer health scorecard with a combination of automated and user-generated measures with related calls-to-action (CTAs) and data flows - Integrated and visualized end user product usage analytics for Customer Success Manager visibility and monitoring Chief Operating Officer at Six Side Entertainment since March 2017: - Running all marketing, sales, and service processes for this multi-faceted wedding entertainment & service provider - Administering Hubspot CRM, Quickbooks, Wordpress, and Google Analytics - Acting as the Director of Photography at Six Side Photography since Sept 2016, formerly GM Photography since May 2012
I partner across the organization to redesign end‑to‑end post‑sales workflows and lead the CS Reimagined initiative spanning Professional Services and Customer Success. I align systems, processes, and tools to drive scale, efficiency, and customer value as Amplitude grows. I bring deep post‑sales expertise with Gainsight, Salesforce, and Zendesk, and a blend of strategic insight and technical rigor to turn vision into execution. - Lead the end‑to‑end redesign of post‑sales workflows across Professional Services and Customer Success to enable scale and deliver measurable customer value. - Drive the CS Reimagined initiative, aligning cross‑functional processes and tooling with business outcomes and operational excellence. - Serve as a thought partner across product, go‑to‑market, and operations to prioritize roadmaps, clarify requirements, and deliver impact. - Translate strategy into executable requirements, leveraging platforms like Gainsight, Salesforce, and Zendesk to streamline workflows and data flow. - Establish success metrics, governance, and change‑management plans to ensure adoption and continuous improvement.
Manage a team of Customer Success Systems professionals (analyst and engineer) focused on providing customer-facing teams everything they need to perform their duties really, really well. Nominated for 2023 Q2 MVP Award under Corporate Engineering. Primary systems include: - Gainsight - Salesforce - Zendesk - Kantata (formerly known as Mavenlink) - Amplitude With working knowledge and application of Skilljar, Gong, Outreach, CRMA, Snowflake, and more. So far: - Hired and built out the CS Systems team from the ground up - Developed, implemented, and improved intake, prioritization, build, deployment, and documentation processes - Implemented Gainsight across six user groups - Implemented robust risk mitigation process that provides a 3D historical view on churn risk and activities to mitigate it, improving forecast accuracy - Implemented customer health scorecard to provide a detailed and granular view on churn signals - Implemented customer journey model - Led technical implementation of first ever NPS Pilot project - Led customer success planning, verified outcomes, and journey mapping projects - Led redesign of CSQL process - Led the integration rearchitecture for Kantata & Salesforce to improve Professional Services workflow and operating cadence
Leading CX Systems team of five (incl myself) to implement processes and workflows using Gainsight and Salesforce.com to optimize customer experience teams day-to-day. - Implemented 3+ teams of ~300 users - Created a brand new CX Systems team from scratch with processes to work on new implementations, maintenance, support, and enhancements - 95% identified renewal risk mitigated with end-to-end process designed in Gainsight - 18% increase in CSM sentiment on visibility across accounts and customer health over the course of 3 months - Delivered 15+ email programs with an overall open rate of 32% - Delivered 1837 story points worth of build work, whilst managing respective design and testing processes - Identified and resolved 129 configuration bugs, amounting to 273 story points worth of build and test to resolve - Nominated for Q3 Zoomie award
Identified wide scope of build potential and roadmap to justify building out a team to support the initiative.
Driving productivity through the Customer Success team, as measured by the amount of ARR per CSM, and number of customers per support rep, while helping improve retention on the team. The primarily role is to act as the Gainsight System Administrator. Key Projects & Accomplishments: - Migrated Gainsight instance from Salesforce.com edition to NXT - Eliminated the need for 15 SFDC licenses and the entirety of Monday.com by enhancing and optimizing data and processes for Onboarding and Professional Services right within Gainsight - Implemented a mass data migration process to connect multiple product lines' channel partner invoicing information from our parent company's system into SFDC, providing visibility into the full spectrum for the first time ever - Implemented a CS/Product collaboration platform on Aha! Ideas Analysis /BI - Define and deliver Customer Success core KPIs, metrics, productivity analytics, dashboards, and reporting across the team - Analyze and report CS metrics and activity to drive scalable improvements Process Improvement - Closely partner with our Customer Success directors to continuously improve our processes and lead the rollout of playbooks, training, forecasting, renewals, and enablement across the team - Help the team detect early signals of at-risk renewals by operationalizing customer health scoring, and associated playbooks, across all products - Manage our NPS process - from distributing the survey, to collecting and analyzing results Systems - Support, maintain, and administer Gainsight, and work with our Systems team to ensure that Salesforce is optimized for Gainsight - Ensure the CS systems stack meets the needs of our growing CS organization, and recommend additional tools as needed - Using, managing, and integrating tools like Looker, Slack, Jira, Zapier, Eloqua, Zendesk, Chargebee, Recurly, Outreach, Gong, Mixpanel, Monday.com, Aha! Ideas, and more