Srinivasan (Srini) Gowrishanker-Senior Director, Customer Experience
Check rate
Experience
Senior Director, Customer Experience
Unknown Company
- Architected and scaled the global professional services and presales organization from the ground up, taking full P&L ownership to drive customer onboarding, delivery, and expansion.
- Built & empowered high impact teams.
- Automated delivery & efficiency of internal tools & processes using AI & established structured customer advocacy programs.
- Established strategic framework for tracking, improving key metrics: Revenue (Recurring & One-time), Profitability, OB Churn & Net Retention, CSAT, LTV, TTV, eNPS, & created robust reference account networks.
Director, Customer Experience
Unknown Company
- Led European services sales, delivery strategy, & full P&L ownership.
- Pioneered the European customer onboarding and professional services division, building and scaling the function from zero to a multi-million euro P&L.
- Focused on accelerating renewals, upsell/cross-sell, & reinforcing operational rigor through stakeholder governance.
- Scaled to and delivered multi-million euro revenue, improved renewals, upsell rates, & retention, TTV, eNPS, consistently elevated CSAT & engagement.
Global Program Director
Unknown Company
- Directed global digital/cloud transition, transformation of €20M ACV, across geos & vendors, orchestrated large-scale infrastructure & application migrations, decommissions, & full data center exits.
- Led team of 200+ members, in charge of architecture, solutioning, procurement, infrastructure, security, 24x7 operations.
- Drove org-wide automation & compliance (ISO, SOC2), successful with audits, & RFPs, governance for major contracts.
- Managed transformation milestones, cost savings, infrastructure availability, operational SLAs, eNPS.
Tivoli Administrator
IBM
- Managed & scaled IT infrastructure for internal & external clients using IBM Tivoli stacks, improving monitoring & automation.
- Innovated process & tools, drove continuous service improvement.
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology and Professional Services.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Operations, Information Technology, Project Management, Customer Service, and Sales.
Summary
Strategic technology executive and P&L owner with 21 years' experience specializing in founding and scaling SaaS customer experience and professional services organizations. Renowned for architecting the entire pre- and post-sale customer journey from presales to implementation and long-term success. Proven success in taking CX functions from inception to multi-million euro revenue streams at high-growth companies like Pleo (Fintech) and Freshworks.
Skills
- Leadership, Team Mentorship & Strategic Account Management
- Customer Experience (Solutions, Services Sales, Delivery & Success)
- Services Delivery & Transformation (Saas, Paas, Iaas)
- Results-Driven Change, Customer Advocacy Programs
- Process Automation & Compliance
Languages
Education
University of Madras
Masters, Computer Applications · Computer Applications · Chennai, India
University of Madras
Bachelors, Physics · Physics · Chennai, India
Certifications & licenses
IBM Certified Deployment Professional
DEI Awareness
Google Gen AI Leader
Understanding & Implementing NIST AI RMF (Risk Mgmt Framework)
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Srinivasan is based in Berlin, Germany.
Srinivasan speaks the following languages: Tamil (Native), English (Advanced), Hindi (Advanced), German (Intermediate).
Srinivasan has at least 22 years of experience. During this time, Srinivasan has worked in at least 4 different roles and for 2 different companies. The average length of individual experience is 6 years and 6 months. Note that Srinivasan may not have shared all experience and actually has more experience.
Based on recent experience, Srinivasan would be well-suited for roles such as: Senior Director, Customer Experience, Director, Customer Experience, Global Program Director.
Srinivasan's most recent position is Senior Director, Customer Experience at Unknown Company.
In recent years, Srinivasan has worked for Unknown Company.
Srinivasan is most experienced in industries like Information Technology and Professional Services.
Srinivasan is most experienced in business areas like Operations, Information Technology, and Project Management. Srinivasan also has some experience in Customer Service and Sales.
Srinivasan has recently worked in industries like Professional Services.
Srinivasan has recently worked in business areas like Customer Service, Operations, and Sales.
Srinivasan holds a Master in Computer Applications from University of Madras and a Bachelor in Physics from University of Madras.
Srinivasan has 6 certificates. Among them, these include: PMP, IBM Certified Deployment Professional, and ITIL v2 Foundation.
The availability of Srinivasan needs to be confirmed.
Daily rate distribution
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The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 26 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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