Rebekah Doty
D I R E C TO R O F C U S TO M E R S U C C E S S
Profile
Dynamic Director of Customer Success with 7 years of experience in enhancing
customer satisfaction and driving operational excellence.
Committed to fostering a customer-centric environment that prioritises collaboration
and continuous improvement.
Expertise in leading high-performing remote teams, managing extensive customer
portfolios, and delivering world-class support across diverse regions.
Experienced in strategic planning to meet company targets and ensure maximum
efficiency of resources.
Employment History
Director of Customer Success, Donorbox
Details
South Africa
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Skills
Customer Service
Team Leadership
Strategic Planning
Customer Success
Account Management
MARCH 2018 — MARCH 2025
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.
Military Practitioner, South African National Defence Force, Durban
MARCH 2009 — FEBRUARY 2018
Tracking performance statistics and reporting to upper management.
Designed and creating software to computerize existing manual tasks.
Created and presented training to equip members with necessary skills within SA
Army. Also created training material.
Served as military musician on all official engagements.
Data Analysis
Communication Skills
Trend Analysis
Operational Excellence
Onboarding Initiatives
Education
National Diploma: Information Technology, Durban University of
Technology
FEBRUARY 2001 — DECEMBER 2004
Courses
Customer Success Leadership, Customer Success Collective
O C TO B E R 2 0 2 4
References
References available upon request
