Matt Rabah

Customer Experience Consultant

SEP 2024 - PRESENT · 2 years

• Increased repeat purchases by 14% for retail clients by redesigning onboarding tasks and loyalty touchpoints to improve early lifecycle engagement. • Reduced client onboarding time by 18% by creating Salesforce dashboards and task checklists that standardized the hand off from Sales to Success. • Designed an account health and renewal-tracking system for a B2B client, enabling Sales and Ops to flag at-risk accounts 30 days earlier. • Rebuilt HubSpot segmentation and workflows to automate adoption check-ins, reducing manual outreach by 4 hours per CSM weekly.

Customer Experience Manager

AUG 2022 - SEP 2024 · 2.2 years

• Led customer experience operations for the Detroit flagship, supporting $8M in annual sales across retail and corporate gifting channels. • Grew revenue 22% year-over-year by strengthening client programs and repeat purchase behavior through segmented outreach campaigns. • Created Salesforce segmentation for 1,100 accounts, improving forecast accuracy by 15% and reducing average response time from 48 to 37 hours. • Reduced customer escalations by 35% by updating coaching routines with Support and establishing service recovery guidelines. • Secured recurring corporate gifting contracts through quarterly account reviews, tailored proposals, and proactive delivery coordination.

Customer Success Manager

APR 2019 - JUN 2022 · 3.3 years

Healthtech AI diagnostic startup; owned post-implementation customer success across 32 clinical accounts.

Account Manager

MAR 2018 - JUN 2019 · 1.3 years

• Managed a three-state territory with 18 active clinical sites, conducting recurring visits and virtual check-ins to drive adoption. • Increased consistent product usage from 45% to 72% through step-by-step training programs and role-specific enablement materials. • Created an Excel tracking system for 11 clinics to monitor weekly volume and usage cycles, highlighting trends for stakeholder reviews. • Expanded account spend through quarterly business reviews with clinical leaders, linking usage insights to workflow improvements.