The Customer

Harita Salvi

Senior Director, Global Customer Success Management

When Harita joined JumpCloud, the customer success function was at a pivotal point of growth, with opportunities to strengthen segmentation and predictive capabilities. Through her innovative leadership, Harita transformed the organization's approach by implementing a sophisticated customer segmentation model and developing an predictive adoption framework that revolutionized how the company engaged with its diverse customer base. Her strategic initiatives led to exceptional improvements in customer retention rates and significantly exceeded dollar retention targets, while her data-driven methodology established new industry benchmarks for customer success operations. Harita's nomination for the GTM10 award recognizes not only her transformative impact on JumpCloud's business metrics but also her broader influence as a thought leader and mentor in the customer success community, particularly in advancing women's leadership in the field.

• LinkedIn

Christine Lawther

Director Customer Success

In a year marked by economic uncertainty and widespread customer churn, Christine successfully navigated the dual challenge of protecting revenue and elevating team performance. She implemented a comprehensive risk mitigation framework across a portfolio of more than 1,900 clients, leveraging data-driven coaching and targeted change management to stabilize accounts and drive proactive engagement at scale. The outcomes were exceptional: $1.3M in at-risk revenue recovered, along with a measurable uplift in customer engagement and retention. Christine’s strategic leadership not only transformed customer outcomes but also fueled internal team growth. Her commitment to talent development led to a significant rise in staff promotions and professional recognition. Her ability to deliver meaningful business results while cultivating high-performing, resilient teams in a volatile market environment makes her a standout recipient of the GTM10 Award.

• LinkedIn

Nina Wilkinson

Director of CS

When Apollo faced significant challenges with lengthy onboarding processes and declining customer engagement metrics, Nina stepped in to orchestrate a remarkable transformation. Through her innovative leadership, she revolutionized the company's onboarding framework, dramatically reducing time-to-value for customers while significantly improving retention and expansion metrics well above industry benchmarks. Nina's strategic vision in building scalable, automated solutions and cross-functional collaboration frameworks has not only transformed Apollo's GTM motion but has set new standards for customer success in the B2B SaaS space, earning her recognition in the GTM10 Awards for exceptional impact in revenue operations and customer success leadership.

• LinkedIn

Cait Keohane

Chief Customer Officer

Given Airtable’s tremendous growth, Cait has the privilege of shaping how the company engages and empowers its global community of builders and champions. Under her leadership, the post-sales teams are helping customers modernize how they work—putting intuitive, no-code software and AI-powered tools in the hands of hundreds of thousands of users to drive automation, accelerate decision-making, and deliver meaningful business outcomes at scale. Her focus on scalable success, deep adoption, and customer advocacy is driving more customers toward realizing the full potential of Airtable solutions—leading to best-in-class retention and an ever-growing base of passionate users. Before joining Airtable, Cait spent more than a decade at Zendesk, where she held various leadership positions across the GTM, Product, and Customer Experience organizations—ultimately leading a global, company-wide transformation aimed at redesigning the end-to-end customer experience. She’s a seasoned operator who helped grow and scale high-performing post-sales teams, leading hundreds of team members across multiple customer-facing functions to drive measurable improvements in customer outcomes and revenue growth.Cait’s selection for the GTM10 award recognizes not only her long-standing leadership in customer success but also her impact as a champion for diverse leadership in tech and her bold vision for customer-led growth.

• LinkedIn

Madhuri Narayana K

Senior Director, Global Customer Success

Charged with the nuanced challenge of evolving customer success at Chargebee—a high-growth global platform focused on billing automation, monetization, and revenue growth management—Madhuri brought a fresh, strategic perspective shaped by her background in consulting, product development, and entrepreneurship. Alongside her team, she led the transition from a relationship-based model to a more comprehensive, continuous consultative approach. They introduced a new skill framework, rebuilt processes around customer value, and launched initiatives like solution value audits that empowered the team to support customers more strategically. These efforts significantly improved revenue retention and laid the foundation for a strong customer value flywheel. For these achievements in evolving go-to-market thinking and creating measurable business impact, Madhuri has been selected as a GTM10 Award recipient—an honor that recognizes both her leadership and the collective vision, hustle, and heart of the team behind this transformation, setting new standards for customer success in the SaaS industry.

• LinkedIn

Eman Abdel-Latif

Director of Customer Success

Mosaic Finance was grappling with onboarding inefficiencies, prolonged implementation cycles, and strained CS capacity. Under Eman’s strategic leadership, the Customer Success function underwent a complete transformation. She architected a scalable Professional Services model that cut implementation timelines by 50%, dramatically improved onboarding health, and introduced new monetization opportunities post-sale. By operationalizing AI-driven support, building data-backed capacity planning, and institutionalizing end-to-end process excellence, Eman turned a reactive CS org into a high-performing, revenue-driving powerhouse. Her forward-thinking leadership didn’t just streamline operations — it set a new benchmark for how modern CS teams can scale with impact. Beyond execution, Eman’s presence as a thought leader across industry forums and events has positioned her as a defining voice in the evolution of Customer Success — inspiring a new wave of GTM leaders to rethink post-sale engagement as a lever for growth, not just retention.

• LinkedIn

Scott Cohen

VP, Solution Engineering & Customer Success

Scott faced the challenge of transforming Mixpanel's customer success approach amid evolving market demands and shifting customer personas. His innovative creation of the Customer Operating System revolutionized how Mixpanel delivers value, combining structured playbooks, team norms, and operational rituals that significantly improved net retention rates. By implementing AI-driven solutions for account management and building a specialized advisory services team, Scott successfully repositioned Mixpanel from a technical tool provider to a strategic partner for enterprise clients. His thought leadership in product analytics, demonstrated through conference speaking engagements and whitepapers, has established new industry standards for customer success in the SaaS space.

• LinkedIn

Sarung Tripathi

Vice President, Customer Experience

"Sarung is taking on the challenge of scaling customer experience at Together AI during a period of rapid, high-stakes growth — where forward-deployed teams and day-to-day operations need to keep pace with the company’s innovation and expanding customer base. He brings a fresh, bold approach to building technically adept, revenue-focused teams that directly boost customer retention, ultimately lifting net revenue retention. At the heart of Sarung’s strategy is a unified customer experience platform and a field-led, data driven voice-of-the-customer program — tools that not only support and scale the company’s capabilities and growth, but accelerate it. This continues to transform Together AI’s go-to-market strategy, and the results speak for themselves: happier customers, more case studies and higher-quality revenue. For his exceptional ability to blend and balance technical expertise with customer success strategies — and his demonstrated impact in scaling GTM operations across multiple, high-growth companies — Sarung has earned his place among this year’s GTM10 honorees."

• LinkedIn

Rodney Apura

Senior Director, Customer Success

Zendesk faced significant challenges in customer segmentation and CSM effectiveness, leading to suboptimal customer outcomes. Rodney transformed the organization's approach by implementing a refreshed customer success engagement model that redefined how CSMs interact with customers, focused on outcomes, with the goal of improved global retention rates and revenue growth. His innovative GTM strategy, which included a comprehensive CX transformation initiative, not only streamlined CSM operations but also established new industry benchmarks for customer success management. For these remarkable achievements and his thought leadership in the customer success space, as evidenced by his influential presentations and industry recognition, Rodney exemplifies the transformative leadership that the GTM10 Awards celebrates.

• LinkedIn

Luke Ferrel

Global Head of Customer Success

While Deel experienced rapid growth challenges in scaling their customer success operations and managing churn, Luke transformed the landscape by implementing an innovative golden customer program that revolutionized how CSMs engage with enterprise clients. His introduction of AI-driven success agents and strategic focus on global payroll offerings created a new industry benchmark for customer engagement, significantly reducing churn rates while driving substantial revenue growth. Luke's thought leadership and innovative approach to customer success, demonstrated through his speaking engagements and the widespread adoption of his methodologies, earned him the GTM10 award for redefining how high-growth companies approach customer retention and success at scale.

• LinkedIn