Shefali Mahajan

About Shefali Mahajan

I manage SaaS accounts the way I learned to read data - methodically, with an eye for what the numbers aren\'t saying yet. Over the course of the last several years, I\'ve managed mid-market and enterprise SaaS customers through the full lifecycle - from onboarding to adoption, renewals, and expansion. Churn prevention has been central to how I work: I\'ve built health-scoring models from scratch, developed early-warning systems that flag risk weeks before it surfaces, and run C-suite QBRs that connect product usage to outcomes that finance and operations leaders actually care about. I\'ve improved retention by up to 28% across my portfolio and reduced churn probability by building the forecasting and playbook infrastructure that gives CS teams consistency at scale. What I care about: catching problems before customers have to report them, building systems that make a team more effective, and being the person inside the organization who genuinely advocates for the customer. Open to new CSM roles: s••••••••@gmail.com

Experience

1. Customer Success Operations Specialist

   Ideals

   Jun 2025 — Present · Pune, IN

   This role sits at the intersection of CS strategy and operations - I own the systems and signals that help the team retain and grow accounts before problems surface.→ I built the health scoring, CTA logic, and success workflows in Gainsight that our CS team now runs on every day - which improved renewal forecasting accuracy by 22%. Before that, renewal risk was largely guesswork.→ I work directly with CS leadership as a strategic partner - translating usage trends and churn signals into decisions they can act on, not just dashboards they have to interpret themselves.→ When I see adoption gaps or engagement drops, I flag them with context - using Gainsight, Tableau, and Excel to build the story, not just the number. That shift increased our proactive customer coverage by 18%.→ I\'ve built the playbooks and governance frameworks that give our CS team consistency across a growing customer portfolio - reducing variability and improving overall operational efficiency by 25%.→ I sit between Product, Engineering, and CS constantly - whether that\'s resolving a data issue that\'s skewing a customer\'s health score or making the case for a feature that would reduce churn in a specific segment.Skills: Gainsight. Salesforce. Tableau. Excel. Retention Strategy. Health Scoring. CS Playbooks. Cross-functional Collaboration

Education

• Devi Ahilya Vishwavidyalaya (DAVV), Indore

  Bachelor of Business Administration - BBA, Finance, Healthcare

• Devi Ahilya Vishwavidyalaya (DAVV), Indore

  Master of Business Administration - MBA, Finance, Healthcare

• Conestoga College

  Post Graduate Certification, Business Analytics