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Harshi

Banka

Head of Customer Success

Google

Harshi Banka is a GTM-focused Customer Success leader with 14+ years of experience driving customer success transformation across B2B and B2C organizations. She specializes in scaling digital and high-touch CX models and designing AI-driven engagement strategies that improve adoption, retention, and growth. At Google, Harshi leads a global organization supporting small and medium businesses, owning retention, adoption, and expansion for the global SMB customer base across Google Workspace and Gemini. She is reimagining the post-sales journey by blending human expertise with data-driven digital motions to make Customer Success more scalable, predictive, and human. Previously, Harshi led Customer Success transformations at Infor and built and scaled global post-sales teams at Gainsight PX, driving Product-Led Growth initiatives that increased adoption by 65% and improved retention by 7%. She is also the author of an e-book on Product-Led Growth.

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18 February 2026 13:30 - 14:15

The RevOps integration playbook: Where customer success fits in the new GTM model

As RevOps matures beyond sales and marketing alignment, Customer Success represents the final frontier for true revenue orchestration. This panel brings together RevOps leaders and CS executives who have successfully integrated post-sale motions into unified revenue operations. Panelists will deconstruct their integration strategies, from shared data models and forecasting processes to cross-functional team structures that eliminate handoff friction. We'll explore how this integration impacts customer experience, internal operations, and ultimately revenue predictability. The session includes practical frameworks for assessing RevOps readiness and managing the cultural shift required for this evolution.