Open to opportunities

Shwetha Joy

@shwethajoy

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CRM & Customer Success platform leader scaling Salesforce and Gainsight for global SaaS growth.

India

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What I'm looking for

I’m looking to lead customer lifecycle platforms end-to-end—Salesforce and Gainsight included—partnering with GTM and Engineering to scale revenue and operational efficiency through strong governance, roadmap execution, and measurable outcomes.

I’m a Strategic CRM & Customer Success Platform Leader with 17+ years of enterprise IT experience and 12+ years specializing in Salesforce and Gainsight ecosystems. I bring end-to-end ownership across the customer lifecycle—Sales, Customer Success, and Support—so platform capabilities directly enable business growth.

Most recently at GitLab, I’ve led global delivery of strategic initiatives across Salesforce, RPA, and QA automation platforms, partnering with GTM, Engineering, and IT to improve scalability and delivery predictability. Earlier at VMware (Broadcom), I led Gainsight migration during the VMware–Broadcom M&A to Oracle Cloud with zero disruption, built global CRM governance and CMMC-aligned standards, and redesigned the support operating model to improve SLA from 59% to ~90%—along with Salesforce Lightning migration and executive reporting for health scoring and KPIs.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

GitLab Inc.

Oct 2024 - Mar 2026 (1 year 5 months)

Led global delivery of strategic initiatives across Salesforce, RPA, and QA automation platforms supporting Sales and Customer Success teams. Established structured reporting, governance, and communication frameworks for global stakeholders to improve operational efficiency and delivery predictability.

Salesforce Robotic Process Automation (RPA)QA Automation Platform Governance Release Management Stakeholder Management Agile Delivery Cross functional Leadership

Senior Business Systems Analyst

VMware (Broadcom)

Sep 2019 - Jun 2024 (4 years 9 months)

Led end-to-end migration of Gainsight during the VMware–Broadcom M&A to Oracle Cloud, ensuring zero business disruption. Defined global CRM governance and CMMC-aligned security/compliance standards, and improved CRM support SLA from 59% to ~90% through a redesigned POD-based support model.

Gainsight Salesforce Lightning Service Cloud Oracle Cloud Mergers & Acquisitions (M&A)CMMC Compliance Data Migration

Salesforce Administrator

Salesforce

May 2015 - Sep 2019 (4 years 4 months)

Owned Sales and Service Cloud operations for global sales and support organizations, improving case management processes across teams. Mentored distributed CRM support teams and led improvement initiatives to strengthen day-to-day operations.

Salesforce Sales Cloud Salesforce Service Cloud Case Management CRM Operations Distributed Team Leadership Salesforce Administration Process Improvement Stakeholder Management

Salesforce Administrator

Zyme Solutions

Jun 2014 - Mar 2015 (9 months)

Delivered Salesforce implementations across Sales and Service Cloud, configuring core CRM functionality for business users. Designed role hierarchies, workflows, and security models to support scalable and controlled operations.

Salesforce Sales Cloud Salesforce Service Cloud Workflows Role Hierarchy Secure Models Salesforce Configuration CRM Implementation

Business Development Executive

Zyme Solutions

Dec 2012 - Jun 2014 (1 year 6 months)

Managed CRM data quality, pipeline reporting, and lead lifecycle processes to support revenue operations. Produced data-driven insights to improve downstream reporting and sales execution.

Data Quality Pipeline Reporting Revenue Operations Data Insights Salesforce Administration Reporting & Analytics

Technical Support Engineer

Hewlett-Packard (HP)

May 2008 - May 2012 (4 years)

Provided enterprise technical support across hardware, OS, drivers, and firmware. Earned top performance ranking and received multiple customer excellence awards for customer-focused delivery.

Enterprise Technical Support Driver Firmware Incident resolution Customer Excellence