Harsh Shah
Customer Success Manager
I'm a Customer Success Manager with 5+ years of experience managing enterprise SaaS portfolios. I don't just manage accounts — I build systems, find patterns, and translate customer pain into product opportunities. I've driven 0% churn across three consecutive years, grown portfolios to 140% NRR, and shaped product roadmaps from the front lines of customer relationships.
Now I'm making a deliberate move into AI Product Management. The biggest inefficiencies in customer success are solvable with AI — and I've spent years building the exact tools to prove it. I'm currently completing a Digital Product Management program at George Brown College (2026).
See my work→AI-powered competitive intelligence for hospitality businesses. Analyzes competitors in real time, surfaces actionable insights, and improves visibility across booking platforms.
End-to-end automation for customer success workflows — QBR scheduling, calendar sync, and a unified client health tracking dashboard.
Comprehensive SEO intelligence powered by Claude. Technical audits, content gap analysis, and integrations with leading SEO data sources.
50+ enterprise accounts. 100% renewal rate.
0% churn. 3 years straight.
140% NRR growth across managed accounts.
30% client ROI improvement. Measured, not estimated.
Scaled a hotel group from 3 → 7 properties.
Shaped 2 product feature releases through VoC.
Milestone Inc. — Enterprise SaaS & Hospitality Tech · Toronto, ON
Mar 2024 — Present
Milestone Inc.
Toronto, ON
100% renewal rate · 140% NRR growth
Mar 2023 — Feb 2024
Milestone Internet Pvt Ltd
Ahmedabad, India
0% churn · 35% YOY expansion revenue
Oct 2021 — Mar 2023
Adit Tech Pvt Ltd
Ahmedabad, India
3 product improvements · 25% support ticket reduction
Nov 2020 — Sep 2021
Adit Tech Pvt Ltd
Ahmedabad, India
Sep 2017 — Oct 2020
_VOIS (Vodafone Group)
Ahmedabad, India
Customer Success Manager transitioning into AI Product Management, with 5+ years of experience driving renewals, retention, upsells, and expansion for enterprise and mid-market B2B SaaS clients. Passionate about AI and actively building tools that solve real customer problems — including QBR automation and competitive intelligence workflows. Currently completing a Digital Product Management program at George Brown College (2026).
Digital Product Management
George Brown College, Toronto · Expected Aug 2026
Bachelor of Engineering — Mechanical
S B Jain Institute of Technology, India · May 2015
Azure Fundamentals
Microsoft
Product Management Essentials
IBM
Digital Marketing & E-commerce Certificate
Google / Coursera
Product Management: An Introduction
Industry
Customer Engagement & CX Foundations
Industry
Key Account Management
Industry
Customer Success
AI & Product
SaaS Tools
Data & Strategy
Download my full resume or explore my open-source work on GitHub.
Available upon request.
Available upon request.
It was a privilege working with Harsh on the growth of our most important client relationships. His sense of initiative, thirst for learning and desire to operate at the bleeding edge meant he was a forerunner on the use of AI to improve both personal productivity and ensure his clients stayed on the edge of AI-driven changes. Going above and beyond for his clients was his MO and that effort was apparent in his pristine retention record. With his combination of technical prowess, curiosity and drive, Harsh is truly an asset to any team.
As his former direct supervisor, I can't recommend Harsh enough. His dedication and tenacity is phenomenal and he is always going above and beyond to further his knowledge and provide both internal and external support. He is constantly going through new trainings and taking the initiative to learn new skills and technical knowledge, and even going the extra mile to train the rest of the team, including myself, on new materials he has learned. Both colleagues and clients are always happy to be working with Harsh.
Harsh is a quick learner with a remarkable ability to execute strategies efficiently. His dedication to building strong customer relationships and addressing their challenges with tailored solutions has not only resulted in portfolio growth through upsells but also in the acquisition of new customers through CSQLs. His intelligence, quick thinking, and collaborative nature make him a standout team player. I confidently endorse Harsh for any role requiring a strategic and efficient Customer Success Manager.