Rebekah Doty

In the role of Director of Customer Success at Donorbox (a B2B company), responsibilities include overseeing the entire customer success operation, ensuring that clients have an exceptional experience with our products.

I led a fearless dedicated team that supports 80,000+ customers across multiple regions and countries.

• Supervised a world-class customer support team, functioning 24/7 to assist clients in 96 countries. Average CSAT score of 8.7/10, with a first response time of 22min.
• Spearheaded the compilation of Net Revenue Retention (NRR) and churn reports for the executive team. Achieved exceptional NRR and churn rates compared to the SaaS industry.
• Managed an account management team responsible for a portfolio of top 200+ customers, valued at over US$2.5M.
• Directed a technical support team of developers, ensuring the prompt resolution of customer issues, bug fixes, and backend support.
• Monitored and drove performance metrics, including customer retention and overall customer satisfaction. Worked closely with cross-functional teams to identify and implement policies and practices that enhanced the customer experience and success.
• Oversaw the implementation and migration team that onboarded customers, and facilitated the seamless import of data for live recurring payments.
• Maintained and updated product documentation, including the creation of onboarding guides for new employees.