Varsha Gopalakrishna
Program Management Lead - Renewals & Customer Success @Salesforce
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WORK HISTORY
Program Management Lead - Renewals & Customer Success @Salesforce
Toronto, ON, CA
Driving value add programs like Retention forecasting, Risk Mitigation, Expansion, Renewals and Customer Success Strategy. Drove ACV growth and pipeline performance by partnering with Renewals Leaders to design, execute, and report on Renewals Plan Programs targeting Mission-Critical Cloud Accounts — increasing renewal rates from ~84% to 91% YoY. Led the end-to-end Churn and Retention Program, including early health checks, red account reviews, and executive escalations - contributing to a 6% YoY increase in retention and significantly reducing at-risk pipeline exposure. Developed predictive retention forecasting models and playbook interventions, enabling 32% faster risk flagging and an 18% improvement in retention rates — directly informing Renewals leadership\'s strategic focus areas. Designed and scaled the Top Account Program for $1M+ accounts: analyzed usage and lifecycle insights, delivered executive QBRs, identified early churn risks, and retained high-value relationships through strategic intervention. Proposed, built, and led Project COSMOS — an internal Salesforce app enabling Outcome-Based Success Plans (OBSP), journey tracking, cross functional engagements, and automated risk flags. Partnered with Marketing on 3 product campaigns to surface expansion leads and support cloud subscription growth, acting as the Renewals Programs representative on cross-functional go-to-market initiatives.
EDUCATION
Sri Bhagawan Mahaveer Jain College
PUC, Science
Visvesvaraya Technological University
Bachelor of Engineering (B.E.), Computer Science
SKILLS
ABOUT VARSHA GOPALAKRISHNA
Driven IT professional with 9+ years of experience in field of Renewals, Business Strategy, Customer Success, Sales Operations, Project Management, Account & Data analysis, Salesforce and Tableau reporting. Working closely with leadership team and responsible for high priority projects and initiatives that drive operational excellence. Lead project improvements and new initiatives in a cross functional environment and engage stakeholders across various functions. Understand customer success and sales teams to augment insights and identify expansion opportunity that supports RoB (Rhythm of Business). Manage standardization of process and adoption of tools across organization to enhance productivity and accelerate transformation. Work globally on descriptive and diagnostic analysis of renewals, pricing, profit and upsell computations, customer retention and churn analysis. Responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities and providing insights to the business that improve future outcomes. Also attained the experience of order management process and assisting sales representatives on their calls with customer. Embarked career with NetApp as ServiceNow and Sharepoint Developer and moved towards business strategy and data analytics. Skills : Customer Success, Data analysis, Renewals, Salesforce, Cassini, CRM, Oracle ERP, SAP Ascend, Tableau, ServiceNow, SharePoint, Presentations, User acceptance testing, Opportunity, Quote and Order Management, PowerBI, Account management, HP ALM, ITIL management, Churn analysis and customer retention.
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