HARSH
SHAH
Customer Success → Product · Building What Users Need
From the front lines of CS to the heart of product.
See What I BuildWho I am.
I'm a product manager with 6+ years on the front lines of enterprise SaaS — not in a boardroom, but in the trenches with customers.
I've managed 50+ accounts, driven 0% churn across three consecutive years, and grown portfolios to 140% NRR. That's not a CS track record. That's a PM foundation. I'm completing a Digital Product Management program at George Brown College (2026) while actively building AI-powered products that solve the exact problems I watched go unsolved.
“The best products are built at the intersection of customer pain and business constraint. My process starts with listening — I've spent 6 years doing exactly that.”
Where I've been.
Milestone Inc.
Strategic Customer Success Manager- 100% renewal rate · 140% NRR growth
- Own lifecycle for 50+ mid-market accounts
- Present monthly performance reports to C-suite, improving client ROI by 30%
- Channeled customer feedback into product roadmap — influenced 2 feature releases
Milestone Internet Pvt Ltd
Customer Success Manager- 0% churn — every client renewed · 35% YOY expansion revenue
- Managed 40+ enterprise and mid-market B2B SaaS accounts
- Drove expansion via upsell and cross-sell strategies with Sales
Adit Tech Pvt Ltd
Product Specialist- 3 product improvements · 25% support ticket reduction
- Bridge between customers and product — synthesized VoC into weekly reports
- Cut average time-to-value by 2 weeks by redesigning onboarding
_VOIS (Vodafone Group)
Senior Executive- Top performer across 8 consecutive quarters on CSAT and first-contact resolution
- Enterprise client support across high-volume regulated European markets
What I build.
PathPlan
Increase your interview probability.
Job seekers apply blindly — they don't know which skills matter most, how far they are from interview readiness, or what actions will meaningfully improve their chances. Most tools solve ATS matching but leave the critical middle completely unaddressed.
Renamed from SkillGap AI → PathPlan. Restructured the core loop to lead with the plan, not the score. A score without a path is useless.
HospitalityIQ
Competitive intelligence for hotels — without the enterprise price tag.
Hospitality businesses have almost no affordable way to track competitors in real time. They rely on gut feel or expensive enterprise tools. Operators knew something was wrong but had no defensible data to act on.
Built a lean competitive intelligence layer specifically for mid-market hotel operators. Democratises data that was previously locked behind $50K enterprise contracts.
Loopless
Strategic Decision Intelligence Platform.
Mid-market product teams lose visibility when a project drifts from its intended outcomes. Existing tools track activity — tasks, velocity, assignments — but not outcome alignment. There's no early-warning system for silent drift.
Identified the "Evidence Difficulty Problem" — teams know projects are failing but lack data to prove it early enough. Designed an AI decision intelligence layer that sits on top of existing tools, reducing adoption friction.
ReadyToTalk
Real-time presence for in-person connection.
Modern public spaces are paradoxically full of people yet deeply isolating. There's no shared, low-risk signal that tells both parties the other is open to talking right now. It's an information asymmetry problem, not a motivation problem.
Built and deployed full-stack. Core mechanic: a reversible, consent-forward toggle that eliminates social risk asymmetry. When both people can simultaneously signal openness — and either can withdraw — the friction collapses.
Setu
Spiritual services platform for the Indian diaspora in Canada.
The Indian diaspora in Canada finds priests through word-of-mouth, drives across the city for pooja supplies, and books astrology via unverified WhatsApp referrals. A deeply fragmented market with no trusted digital layer.
Designed a full-stack platform connecting verified pandits, samagri supply, and calendar booking. Dual-channel notification system (Push + WhatsApp fallback) for mixed smartphone adoption. GTA-first, Year 1 target: 10K users + 5K bookings.
What my leaders say.
“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 ahead. Going above and beyond was his MO — apparent in his pristine retention record.”
“His dedication and tenacity is phenomenal. He is constantly taking the initiative to learn new skills and even going the extra mile to train the rest of the team. Both colleagues and clients are always happy to be working with Harsh.”
Let's build
something.
Open to AI PM roles, Associate PM positions, and product conversations. If you're building something ambitious, I'd like to hear about it.