Harsh Shah: Customer Success & Product Management Expert
With over 5 years of experience in the SaaS industry, I specialize in driving client retention, maximizing growth, and developing innovative product solutions. Based in Toronto, I bring strategic thinking, technical expertise, and a customer-first approach to deliver measurable impact.

by Harsh Shah

Professional Journey
1
Milestone Inc (2023-Present)
Strategic Customer Success Manager driving enterprise account success through digital marketing solutions, managing high-growth accounts, and presenting performance metrics to executives.
2
Adit (2020-2023)
Evolved from Assistant Customer Success Manager to Product Specialist, developing expertise in client relationship management and product development.
3
_VOIS (2017-2020)
Progressed from Executive to Senior Executive, building foundational customer support and communication skills.
4
Early Career (2015-2017)
Gained diverse experience across customer service, engineering, and financial analysis roles at TTEC, HVR Projects, and XL Dynamics.
Strategic Customer Success Expertise
Portfolio Management
Building trusted relationships with enterprise stakeholders, aligning on goals, and ensuring platform adoption across high-growth accounts.
Performance Analysis
Analyzing and presenting monthly metrics to client executives, serving as a trusted advisor to maximize return on investment.
Project Coordination
Overseeing onboarding, campaign launches, and project milestones while coordinating with SEO, Paid Media, and Analytics teams for seamless delivery.
Revenue Growth
Monitoring account health, driving renewals, and identifying upsell opportunities to support client growth and retention.
My Customer Success Approach
Data-Driven Strategies
  • Identifying at-risk clients through proactive monitoring
  • Implementing targeted retention strategies
  • Guiding product prioritization based on data insights
Process Innovation
  • Streamlining workflows for efficiency
  • Fostering continuous improvement culture
  • Optimizing customer success operations
Voice of the Customer
  • Bridging clients and product teams
  • Gathering actionable user feedback
  • Shaping features that address pain points
Technical Solutions
  • Resolving complex technical inquiries
  • Collaborating with Support and Engineering
  • Helping clients maximize software value
Success Metrics & Achievements
30+
Enterprise Accounts
Successfully managed portfolio of high-value enterprise clients in the hospitality sector, driving consistent growth and retention.
95%
Renewal Rate
Maintained exceptional client retention through strategic relationship management and consistent value delivery.
40%
Upsell Growth
Identified expansion opportunities and effectively communicated value to drive additional revenue from existing clients.
5+
Years in SaaS
Deep industry expertise across customer success, product management, and technical solution delivery.
Cross-Functional Collaboration
Sales
Partnering with sales teams to ensure smooth transitions from prospect to customer, aligning expectations and setting the foundation for long-term success.
Product
Channeling customer feedback to product teams, advocating for features that address client needs and enhance overall platform value.
Analytics
Working with data specialists to develop meaningful insights and performance metrics that demonstrate ROI to clients.
Marketing
Collaborating on campaign launches and digital marketing initiatives that drive client success and platform adoption.
Skills & Certifications
Technical Skills
  • Digital Marketing Platforms
  • CRM Systems & Analytics
  • SaaS Implementation
  • Data Analysis & Reporting
  • Project Management
Certifications
  • Google Digital Marketing & E-commerce Professional Certificate
  • Fundamentals of Digital Marketing
  • Totango Campus: Success Dreamer
  • Key Account Management
  • Product Management: An Introduction
I hold a Bachelor of Engineering in Mechanical Engineering from S.B. Jain Institute of Technology, Management & Research, providing a solid foundation in analytical thinking and problem-solving.
Let's Connect
Career Aspirations
Seeking leadership roles in Customer Success and Product Management where I can drive strategic initiatives and develop transformative solutions for clients and businesses.
Beyond Work
I'm a cooking enthusiast and avid networker, passions that fuel my creativity and problem-solving abilities in both personal and professional contexts.
Contact Information
Location: Etobicoke, Ontario
Phone: +1 416-821-1651
Email: [email protected]
LinkedIn: www.linkedin.com/in/harshashwinshah
Made with