Shahzad Gidwani Mlesm

WORK HISTORY

EDUCATION

ABOUT SHAHZAD GIDWANI MLESM

At the heart of my business philosophy is a simple belief: my customer is the beating heart of my enterprise, deserving the utmost care and attention. I am a senior leader in Customer Success, Sales, and Business Development with 20+ years across education, telecom, luxury retail, and membership organisations. I help teams move from “we sold it” to “they adopted it, renewed it, and achieved measurable value.”My sweet spot sits at the intersection of growth and retention, where commercial discipline meets human connection:• Building OKR-led Customer Success organisations that drive adoption, satisfaction, and value realisation• Leading consultative sales and strategic business development, from prospecting to proposals to executive alignment• Expanding markets, channels, and partnerships in highly competitive environments, with a bias for practical execution• Creating repeatable playbooks, health metrics, and enablement that scale across regions, products, and customer segments• Partnering across Product, Sales, Support, and Operations so the voice of the customer becomes a roadmap, not a rumourI am known for steady leadership under pressure, clear coaching, and an ability to translate complex customer realities into simple priorities that teams can act on. I have led transformations across large customer-facing organisations and built structures, processes, and tools that standardise execution without draining the soul out of the work.A few proof points I am proud of:• Improved member retention by 8% through targeted lifecycle interventions and reactivation strategies• Raised customer satisfaction from 72% to 91% through service redesign, training, and performance management• Managed relationships with 2,500+ corporate clients, using usage and churn insights to protect renewals and grow accounts• Generated $90M in revenue through long-term subscription models by building value propositions anchored in customer needs and usage data• Secured $225M+ in deals across multiple countries, and helped shift commercial performance from loss to profit through disciplined executionIf you are looking for a leader who blends empathy with rigour, and turns customer experience into revenue outcomes without losing the human touch, let’s connect.Languages: English, Arabic, Hindi