Sujay Gandhre
Fremont,CA
Summary
Senior Revenue & Customer Operations leader with 15+ years of experience driving retention, forecasting, and growth strategy for global SaaS organizations. Proven track record of building and scaling high-performing operations and analytics teams that enable data-driven decision-making across Customer Success, Renewals, and GTM leadership in multi-billion-dollar SaaS environments. Expertise in designing operating models, forecasting processes, planning frameworks, and rhythm-of-business cadences supported by analytics that improve revenue outcomes, strengthen operational rigor, and enable scalable growth.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Director, GTM Strategy & Ops
Docusign
11.2024 - 04.2025
- Led CS through companywide transformation from MRR to ACV, aligning renewals with long-term value capture.
- Developed collaborative forecasting for Gross Retained ACV, enhancing visibility into renewal trends for proactive decision-making.
- Established Roles & Responsibilities guidance using predictive analytics to direct AEs towards upsells and CSAMs towards churn reduction.
- Redesigned segmentation and coverage model to align with Sales and improve GRR.
- Led annual operating planning for CS, integrating financial modeling and data-driven forecasting to align resources with strategic goals.
- Built reporting infrastructure to track IAM platform adoption in partnership with Product.
- Instituted a structured rhythm of business with weekly, monthly, and quarterly reviews.
Director, GTM Strategy & Ops
HubSpot
San Francisco, USA
07.2023 - 10.2024
- Led strategic planning across HubSpot's Flywheel org, aligning CS, Sales, and Marketing strategies with company's financial goals.
- Designed and implemented financial and predictive Anaplan models based on key leading indicators, significantly enhancing forecasts for renewal rates, downgrades, and CS-led upgrades, achieving nearly 100% accuracy since launch.
- Developed and executed headcount and capacity strategies across all customer journey phases, optimizing time to value and driving higher retention.
- Established new renewal operations model, enhancing segmentation and routing, reallocating 15% of renewal manager time towards ROI-positive outcomes.
- Delivered comprehensive Annual CS Plan and quarterly commits guiding earnings.
- Shifted primary metric for CS and renewals from net retention rate to gross retention rate, achieving 1.5% increase in GRR.
- Contributed to the launch of the Unified Usage Score (UUS) and CSM pilot program to drive actions based on UUS insights.
Sr Director, Global CS Strategy & Analytics
Salesforce
San Francisco, USA
05.2011 - 06.2023
- Oversaw customer segmentation, developed renewal strategy, and modeled success manager coverage and compensation targets to optimize resource allocation.
- Founding member of Renewal Stratgey & Ops organizatization that now supports over $17B+ in annual renewals.
- Implemented strategy and analytics business partner models to address needs of expanding verticals and clouds, ensuring customized support aligned with central strategy.
- Collaborated with cross-functional teams, including Customer Success, Renewals, and Sales, to enhance customer satisfaction and minimize attrition, contributing to durable revenue growth.
- Collaborated on long-range planning for CS specific initiatives while leading the development and tracking of the CS annual plan (retention) in partnership with FP&A.
- Designed and developed BI solutions and self-service reporting tools, improving data access and decision-making efficiency.
- Conducted regular monthly and quarterly business reviews to establish a consistent operational rhythm and drive strategic alignment.
Lead Data Analyst, Analytics and Optimization
Ask.com
Oakland, USA
02.2009 - 05.2011
Functional Business Analyst, Pricing & Profitability
Insight
Tempe, USA
08.2006 - 02.2009
Officer, Imports
Reliance Industries Limited
, India
02.2005 - 07.2006
Planning & Procurement Engineer
Essar Steel Limited
, India
04.2004 - 01.2005
Education
Master of Science - Industrial Engineering
Arizona State University
05-2008
Skills
Revenue & Customer Operations
Renewals Strategy Revenue Forecasting Customer Retention (GRR/NRR) GTM Planning Customer Success Operations Customer Segmentation Strategic Planning Financial Modeling Rhythm of Business
Leadership & TransformationCross-Functional Leadership Change Management Organizational Scaling Operational Excellence
Data & Analytics Leadership
Revenue Analytics Predictive Modeling Business Intelligence KPI Frameworks Performance Reporting Data Governance Executive Insights
Systems & Analytics Platforms
SQL Tableau Looker CRM Analytics Salesforce Platform Anaplan AI-Enabled Analytics
Certification
- Tableau Data Analyst, 09/01/20 - Present
- Salesforce Trailhead - Triple Star Ranger, 12/01/22 - Present
Honor Awards
- Exceptional Expertise Award, 2016, salesforce
- CSG Global Renewals MVP, 2015, salesforce
- Ask Q MVP Award, 2009, Ask.com
Timeline
Senior Director, GTM Strategy & Ops
Docusign
11.2024 - 04.2025
Director, GTM Strategy & Ops
HubSpot
07.2023 - 10.2024
Sr Director, Global CS Strategy & Analytics
Salesforce
05.2011 - 06.2023
Lead Data Analyst, Analytics and Optimization
Ask.com
02.2009 - 05.2011
Functional Business Analyst, Pricing & Profitability
Insight
08.2006 - 02.2009
Officer, Imports
Reliance Industries Limited
02.2005 - 07.2006
Planning & Procurement Engineer
Essar Steel Limited
04.2004 - 01.2005
Master of Science - Industrial Engineering
Arizona State University