Gokul Theagarajan

SaaS products: Scribe Workflow AI, Scribe Capture (process documentation and workflow automation).

• Own a high-touch book of 35–45 mid-market and enterprise SaaS customers, acting as primary point of contact from onboarding through renewal and expansion across multiple industries and regions.
• Lead structured onboarding programs, driving time-to-first-value to under 30 days through tailored implementation plans, stakeholder alignment, and role-based enablement on Scribe Workflow AI and Scribe Capture.
• Drive product adoption via success plans, usage and workflow-creation analytics, and targeted interventions (training, office hours, in-app guidance), resulting in >80% active-seat utilization across the portfolio.
• Own renewal strategy and execution, consistently delivering 92–95% gross revenue retention and 110–120% net revenue retention through proactive risk management, health monitoring, and value-focused renewal conversations.
• Identify and close expansion opportunities by uncovering new use cases (employee onboarding, SOP documentation, customer training, internal knowledge management) and new teams, contributing 20–30% portfolio ARR growth via upsell and cross-sell with Account Executives.
• Translate product usage into clear ROI narratives (e.g., up to 12x faster process documentation, 25% efficiency gains) for executive stakeholders, presenting in QBRs and EBRs.
• Build deep techno-functional expertise in Scribe’s SaaS platform, advising on best practices for process documentation, workflow standardization, and scaling knowledge across 40,000+ supported applications.
• Act as customer advocate by synthesizing feedback and usage patterns, influencing Product and Marketing roadmaps, and contributing to new adoption/churn playbooks in key verticals.
• Collaborate with Sales, Support, and Product on initiatives to improve customer health scoring, renewal forecasting, and scaled enablement across 5M+ users and thousands of paying organizations.
• Lead internal CS operations projects to refine health metrics, automate lifecycle touchpoints, and standardize onboarding frameworks, improving adoption, retention, and expansion KPIs.

SaaS products: Freshdesk (CX), Freshservice (ITSM), Freshsales (CRM).

• Managed 38 mid-market and enterprise SaaS customers across Freshdesk, Freshservice, and Freshsales, representing ~USD $4.2M ARR in North America.
• Achieved 97% logo retention and 116% NRR in FY22–23 via structured success plans, proactive health reviews, and early renewal strategies.
• Drove ~USD $850K expansion revenue over 12 months via targeted upsell and cross-sell into CX + EX products, add-ons, and seat expansions, consistently achieving 120–130% of expansion quota.
• Increased adoption of key modules (automations, bots, self-service, analytics) by 25–30% in year one for focus accounts through data-driven playbooks, workflow redesign workshops, and role-based training.
• Built joint account plans with Account Managers (penetration, stakeholder maps, risk/expansion scenarios, renewal strategy), contributing to multi-year agreements for 6+ strategic customers.
• Used product telemetry, health scores, and support patterns to segment accounts into growth, nurture, and risk cohorts, reducing churn in a high-risk segment by 4 percentage points YoY and cutting TTFV by ~30% for new implementations.
• Acted as primary point of contact and escalation owner, coordinating with Support, Product, Engineering, Professional Services, and Renewals to manage critical incidents and major rollouts with C-level visibility.
• Led quarterly and bi-annual EBRs with VP/C‑suite sponsors, translating CSAT, NPS, FRT, AHT and self-service metrics into board-level outcomes, directly supporting three 3-year renewal/expansion deals >USD $250K ARR each.
• Developed deep domain knowledge in SaaS-based CX/EX and enterprise support architecture, advising on omnichannel support, AI-assisted service, and ITSM/ESM best practices.

Mid-market / Enterprise AE (RevTech SaaS)

SaaS products: ZoomInfo SalesOS (data), MarketingOS (ABM), Engage (sales engagement), Intent.

• Owned 32 enterprise and upper mid-market US customers across go-to-market intelligence, intent, and engagement SaaS products, representing ~USD $5.8M ARR.
• Delivered 96% logo retention and 118% NRR in the last full fiscal year by driving multi-product adoption and running outcome-driven QBRs/EBRs with VP and C-level stakeholders in Sales, Marketing, and RevOps.
• Led CS technology and AI enablement for the region, partnering with RevOps to enhance Gainsight, Salesforce, and BI, boosting CSM playbook and scorecard usage by 40% and reducing manual reporting by ~8 hours per CSM per month through automation.
• Designed a standardized monthly CS performance pack (Salesforce + Tableau/Power BI) covering health, adoption, NRR, and risk, surfacing at-risk accounts ~30 days earlier on average.
• Built role-based Salesforce dashboards (health, usage, pipeline, renewals) adopted by 100% of the CS team and used in weekly business reviews to prioritize expansion and save-plan motions.
• Acted as internal champion to summarize customer calls, draft success plans, and create data-backed renewal stories, cutting QBR preparation time by ~35% and improving executive engagement.
• Trained and mentored new Customer Success Managers, accelerating ramp time and improving team performance.
• Optimized the customer journey by analyzing product usage patterns and providing tailored recommendations for key segments.
• Implemented client feedback loops to inform product enhancements and reduce churn.
• Developed outcome-focused success plans for top 15 strategic accounts, tying features (intent, territory management, automation) to KPIs such as pipeline sourced, win-rate uplift, and cycle-time reduction, with customers reporting 20–30% faster pipeline generation.
• Used Gainsight to operationalize health scores, risk alerts, and playbooks, refining scorecards (adoption, depth, executive engagement, support risk) and contributing to a 15% reduction in preventable churn.

Digital Media SaaS (Creative & Document Cloud)

SaaS products: Adobe Creative Cloud, Adobe Document Cloud (Acrobat & Sign)

• Managed ~85 mid-market and enterprise customers via the reseller channel for Adobe Creative Cloud and Document Cloud, with ~USD $2.5M annual portfolio revenue.
• Drove ~20% Net ARR growth YoY by systematically identifying cross-sell and upsell into additional Creative Cloud seats, Acrobat Sign expansions, and adjacent business units, while keeping cancels in low single digits.
• Ran regular video/Teams reviews with IT, procurement, marketing, and creative leaders, uncovering workflow gaps and proposing tailored Adobe SaaS solutions.
• Built account plans for top 30 accounts, mapping org structures beyond IT/procurement into line-of-business and C‑suite, and using targeted outreach to re-engage dormant stakeholders.
• Researched contracts, purchasing patterns, and usage signals (internal systems + LinkedIn + ZoomInfo) to size expansion potential and prioritize high‑propensity segments.
• Led end-to-end opportunity management: pipeline creation, value-based conversations, light demos, and commercial negotiations with channel and solution specialists.
• Acted as trusted advisor through onboarding and adoption, coordinating internal teams to ensure smooth deployment and rapid time-to-value.
• Maintained a disciplined weekly rhythm of business with pipeline and forecast reviews, consistently meeting or exceeding quarterly Net ARR and retention targets.