Shefali Mahajan

Owned customer adoption and retention strategy for enterprise SaaS accounts by building health scoring, CTAs, and success workflows in Gainsight, improving renewal forecasting accuracy by 22%. Acted as a strategic advisor to Customer Success leadership, translating usage trends and churn signals into actionable retention and expansion strategies.

Managed a portfolio of mid-market and enterprise healthcare customers, owning onboarding, adoption, retention, and renewal outcomes through consultative success planning. Built trusted relationships with CXOs and senior stakeholders, leading executive-level QBRs focused on ROI, adoption maturity, and long-term value realization.

Owned growth and expansion strategy for SaaS customers, leveraging usage analytics to improve retention predictability and customer satisfaction by 23%. Led strategic QBRs and roadmap discussions with senior stakeholders, aligning adoption outcomes with business goals and expansion readiness.

Partnered with customer-facing operations and leadership teams across a healthcare facility catering 90+ patients daily, supporting adoption, reporting accuracy, and service efficiency initiatives. Acted as a bridge between customers, operations, and technical teams to translate business needs into system improvements and actionable insights.

Supported senior leadership and operational teams by delivering performance insights that improved decision-making and day-to-day service delivery. Worked directly with internal stakeholders and end users to understand reporting needs, resolve issues, and improve usability of operational systems.

Earned a Master's in Business Administration from Devi Ahilya University, India, from August 2018 to July 2020.

Earned a Bachelor's in Business Administration from Devi Ahilya University, India, from August 2015 to July 2018.

Certified Customer Success Specialist (CCSS) certification from CustomerSuccessU.

Certified Business Analysis Professional (CBAP) certification from IIBA, Toronto Chapter.

Six Sigma Level 1 (Black Belt) certification from Six Sigma Academy Amsterdam.

Completed a Post Graduate Diploma in Business Analytics at Conestoga College, Ontario, from May 2023 to December 2023.