Draft:Jyo Shukla

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• Comment: In accordance with Wikipedia's Conflict of interest policy, I disclose that I have a conflict of interest regarding the subject of this article. Jyoshukla (talk) 00:42, 20 June 2025 (UTC)

Jyo Shukla is an Indian-Australian author, customer success strategist, and technology executive. She is best known for her book Customer Success Mindset and is the only Australian to be recognised twice in the global Top 25 Customer Success Influencers list.^[1]

Shukla holds a Bachelor of Technology in Information and Communication Technology. She began her career in IT service delivery before specialising in customer success and digital transformation.

Shukla has worked in leadership roles across SaaS and digital organisations, with a focus on building customer-centric strategies and operational transformation. Her experience spans startups and enterprises in the Asia-Pacific region, where she has led initiatives in customer success, agile implementation, and growth consulting.

She has served as the Director of Customer Experience & Digital Transformation at JS Consulting Group and previously held senior roles at ActiveXchange.

In 2022, Shukla published her book, Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy. The book explores the evolution of customer success within SaaS companies, positioning it as a strategic growth function embedded across the organisation. It is one of the few published works on customer success from an Australian author.

In the book, she writes:

Customer success has been around for decades in the world of software as a service (SaaS). However, its definition and expected outcomes have evolved over the years. What was initially thought of as a job role or function that was created to help prevent revenue churn, was first turned into an expansion mechanism for upselling and cross-selling additional offerings, and then further into a system to enhance customer advocacy and loyalty. The future of the concept of customer success has finally arrived, where it is now seen as the ultimate growth engine for businesses, and a key differentiator for companies who are truly “customer-centric” in the way they think, act and function. There are three components that go into making customer success a winning strategy for your organisation: experience, outcomes and value.

^[2]

Shukla has received national and international recognition for her work in customer success and technology leadership, including:

• **Top 25 Customer Success Influencers** – Success Coaching (2023, 2024)^[1]
• **Top 25 Global Customer Success Strategist** – SuccessHacker (2023, 2024)^[3]
• **Customer Success Leader of the Year** – B&T Women Leading Tech Awards (2024)^[4]
• **Global Top 100 Customer-Led Leaders** – Crowdvocate (year)^[5]
• **Female Executive of the Year, Asia/ANZ** – Stevie Awards (2016)^[6]
• **Community Leader Award** – WomenTech Global Awards (2020)^[7]

She has spoken at industry conferences including Propel by Rocketlane and WomenTech Global Conference. Shukla also serves as a mentor for women in technology and a board member of Camden Women’s Shelter, supporting women and children impacted by domestic violence.

Shukla resides in Sydney, Australia.