Pushpa Garlapati

Visionary Lead Gainsight Architect and Customer Success Operations Leader with 11+ years delivering AI-augmented CS ecosystems for 75+ enterprise and Fortune 500 clients. Expert at translating complex product telemetry and relationship signals into predictive churn models, AI-assisted playbooks, and data-led executive strategy. Combines deep platform mastery across Gainsight CS (NXT & SFDC), Gainsight PX, Staircase AI, Snowflake, dbt, and Apache Airflow with a track record of leading high-performance Professional Services teams.

Operates at the intersection of AI innovation, enterprise CS transformation, and strategic product influence — consistently bridging product, data, and customer outcome gaps at scale.

Lead Gainsight Administrator & Solution Architect at Gainsight (2019-03 – Present)

• Enterprise Solution Architecture: Architected and delivered end-to-end CS and PX platform solutions for 75+ enterprise clients — from mid-market to Fortune 500 — consistently compressing time-to-value and accelerating onboarding outcomes.
• AI-Augmented Data Engineering: Engineered automated ELT pipelines using Workato and Snowflake to ingest real-time product telemetry and CRM signals into Gainsight MDA objects, Data Designer, and Rules Engine — enabling intelligent, data-driven CS motions at scale.
• Predictive Health Scoring & Churn Prevention: Integrated Staircase AI relationship intelligence and product-usage signals into Gainsight NXT health scoring models, powering proactive churn identification, risk-tiered dynamic playbooks, and AI-assisted outreach for CSM, TAM, and Onboarding teams.
• Executive Visibility & Strategic Reporting: Designed unified executive dashboards in Gainsight consolidating Salesforce, Gainsight, and Snowflake data — delivering C-suite visibility into retention risk, expansion opportunities, and portfolio health across all segments.
• Team Leadership & Delivery Excellence: Built and scaled a Professional Services team of 10+ consultants; owned project estimation, resource planning, billing compliance, and delivery KPIs — sustaining top-quartile CSAT, utilization, and renewal influence metrics.
• Product Roadmap Influence & Thought Leadership: Served as Global SME for core Gainsight platform modules; embedded with Product and Engineering squads to co-develop features, close enterprise capability gaps, and shape roadmap priorities based on real-world client insights.

SQL & UNIX Developer at Accenture (2015-01 – 2019-03)

• Database Architecture & Optimization: Designed and optimized Oracle PL/SQL stored procedures, functions, packages, and triggers supporting mission-critical CRM applications at enterprise scale.
• Performance Engineering: Conducted execution plan analysis and advanced query tuning in TOAD — significantly reducing query latency and improving system reliability under high-concurrency production workloads.
• Automation & Scripting: Developed UNIX/Shell scripting frameworks to automate batch data processing, transfer orchestration, and backend workflows — eliminating manual overhead and reducing operational risk.
• Agile Delivery & Collaboration: Partnered across full SDLC phases in an Agile delivery model to translate business requirements into scalable, maintainable database solutions serving cross-functional enterprise needs.

Bachelor of Engineering in B.E. – Mahaveer Institute of Science & Technology (JNTU Affiliated) (2010 – 2014)

Intermediate Education in MPC – Sri Chaitanya Jr Kalasala (2008 – 2010)