Shows
PRODUCTEA with Leah, Growth & Senior Leadership90: Harini Gokul - How to keep things "simple" at scaleThe evolution of sales models, the critical role of customer success in driving revenue, and the responsibilities of C-level executives in fostering cross-functional collaboration with Harini Gokul, CCO @ Entrust, from a first principle perspective.The challenges of implementing product-led sales strategies and the importance of simplifying metrics for effective decision-making. Why traditional customer metrics don’t work that well anymore and why it’s all about two things in business, no matter the scale:Securing and growing customers.TakeawaysC-level roles require a focus on company-wide outcomes, not just departmental inte...2025-01-1257 min
CHURN FME258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini GokulToday on the show we have Harini Gokul, the Chief Customer Officer of Entrust.In this episode, Harini shares her experience in transforming Entrust’s customer success function into a powerful growth engine. We dive into the strategies she used to align customer success with P&L goals, ensuring the team’s contribution to revenue growth.Harini also discusses the critical role of data-driven accountability in driving customer retention and how Entrust is leveraging AI to enhance customer experience at scale.Mentioned ResourcesEntrustAWSGitLabHotjarChurn FM is s...2024-08-1439 min
Contact Center Perspectives🎙️Episode 8 | Contact Centers: Accountability and Positive Impact on P&LHarini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on agent roles and thought leadership in contact centers.“A dollar today is more expensive than a dollar yesterday. There is increasing pressure to show value for the things we purchase. This is changing the conversation and helping reframe the discussion of customer experience and customer care as drivers fo...2024-06-1723 min
Lifeselfmastery's podcast I Startups I Venture CapitalHarini Gokul on how to move from defense to offense in CSIn this episode, Harini talks about how she considers herself an “intrapreneur”, what qualities she looks for in a prospective CS hire, advice for new and growing businesses, what intersectionality means to Harini, decision-making processes, internal role migration, and much more! This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit partnergrow.substack.com2022-11-1129 min
Success League RadioInnovations In Leadership - Harini Gokul - Strategic CSOn this episode of Innovations in Leadership Kristen interviews Harini Gokul, who is Head of Customer Success at Amazon Web Services. Harini shares her insight on how to be strategic about your Customer Success journey, building your CS team, and implementing best practices.Don't forget to subscribe to stay up-to-date with Innovations in Leadership!2022-08-3024 min
The Growth Hub PodcastHarini Gokul - Head of Customer Success @AWS - Use Credibility, Talent and Customers to Build Growth"Does your workforce represent your customers? Does your board represent your customers? Does your leadership represent your customers?"
— Harini Gokul
In the latest episode of the Growth Hub Podcast, we had the privilege to chat with Harini Gokul, Head of Customer Success at Amazon Web Services.
With over 20 years of global business experience in companies like IBM, Microsoft and AWS, Harini is laser-focused on customer success.
Now, Harini is also exploring key topics such as diversity and inclusion and how to build the foundations for sustainable growth (and she suggests a couple of great reads on those topics during the ep...2022-08-2440 min
The Jasons take on...Guest: Harini Gokul - Why Customer Success is a Team SportJoin us with guest Harini Gokul, customer success leader at AWS (Amazon Web Services), where she’s building and leading customer success for our Amazon’s next generation customers. These include ISV (Independent Software Vendors), hyper-scale Digital Native Businesses (DNB), Private Equity, Games, and Small and Medium Business customers, helping them accelerate, develop, and scale customer success.
ABOUT HARINI GOKUL
Harini is a technology executive, investor, and a civic leader, She’s a recognized thought leader in leveraging cloud solutions to accelerate customer transformation and has worked building growing and scaling cloud businesses. She is a...2022-05-0321 min
Liftoff by Bottle RocketHow the Future of Work Impacts Cities and Cultures (with Harini Gokul)Our guest this week is Harini Gokul.With a 20-year history of progressive leadership roles at Microsoft, Amazon and IBM, our guest has built, grown, and scaled cloud businesses, and served as a key force in helping drive cloud strategy, adoption, and enablement on a worldwide basis for customers, ranging from Fortune 500 enterprises to startups. In addition to her primary focus on customer success and go-to-market strategy, she has led numerous policies, programs, and outreach efforts aimed at building trust in the cloud and addressing data privacy, ethics, and security challenges associated with these emerging technologies.2022-04-2628 min
Inside Outside InnovationEp. 286 - Harini Gokul, Head of Customer Success at AWS on Defining Customer Needs for Better Products & ServicesOn this week's episode of Inside Outside Innovation, we sit down with Harini Gokul, Head of Customer Success at AWS. Harini and I talk about the importance of working backwards to define customer success. And how companies can better understand customer needs to create better products and services. Let's get started. Inside Outside Innovation is the podcast to help new innovators navigate what's next. Each week, we'll give you a front row seat into what it takes to learn, grow, and thrive in today's world of accelerating change, and uncertainty. Join us as we explore, engage, and e...2022-03-2915 min
Inside OutsideEp. 286 - Harini Gokul, Head of Customer Success at AWS on Defining Customer Needs for Better Products & ServicesOn this week's episode of Inside Outside Innovation, we sit down with Harini Gokul, Head of Customer Success at AWS. Harini and I talk about the importance of working backwards to define customer success. And how companies can better understand customer needs to create better products and services. Let's get started. Inside Outside Innovation is the podcast to help new innovators navigate what's next. Each week, we'll give you a front row seat into what it takes to learn, grow, and thrive in today's world of accelerating change, and uncertainty. Join us as we explore, engage, and e...2022-03-2915 min
The Customer Success ChannelHarini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CSIn 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.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 and not a reactive to-do-list. So, how do you make a move and find the time to focus on the offensive? And what are some...2022-03-1731 min