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.