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Retention doesn’t start at renewal—it starts at go-live.

Live from isolved Connect in Chicago, Megha Shah, SVP of Relationship Management at isolved, joins us to unpack what it really means to build lifelong customer partnerships. In this episode, Megha breaks down the shift from reactive support to proactive enablement, how her team uses active listening and roleplay to scale trust, and why optimization shouldn’t be a billable line item.

She shares insights on structuring long-term renewals, building referenceable relationships, and managing the inevitable chaos of implementation with empathy and follow-through. This one’s for anyone who believes retention is earned, not assumed.

Timestamps:

00:00 — Meet Megha Shah, SVP of Relationship Management at isolved

01:04 — What it means to be a customer’s trusted advisor

02:15 — Teaching active listening and consultative service

03:54 — Role-playing with AI to train for real conversations

05:37 — Building trust with introverted and extroverted teams

07:00 — Referenceability and the long game of retention

08:28 — Multi-year renewals and financial predictability

10:26 — Why success starts at go-live, not renewal

12:07 — Optimization as a service, not a charge

14:10 — The goal: 90% proactive relationship management

15:24 — Psychological safety and solution-oriented culture


This conversation was recorded live at isolved Connect in Chicago.

The Heroes of HR podcast is a limited series sponsored by isolved. isolved is an HCM platform that modernizes HR, benefits, and payroll across Healthcare, Hospitality, Manufacturing, and more.

You can learn more about isolved here: https://www.isolvedhcm.com/


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