Resume

Matthew Rabah

Customer Success Operations · Implementation · CRM

Detroit, Michigan · [email protected] · LinkedIn

Download PDF

Customer success operations leader with 8+ years across healthtech, retail, and consulting. Experience in account health scoring, implementation, scaled customer engagement, and CRM process design. M.S. in Customer Experience Management.

Experience

Cadence Lab

Customer Success Consultant

Sep 2024 - Present

  • Redesigned customer lifecycles for six clients, improving early adoption and repeat engagement by an average of 14%.
  • Reworked sales-to-service handoffs with Salesforce workflows and onboarding standards, cutting time-to-value 18%.
  • Built customer health frameworks and HubSpot lifecycle automations; the automations saved each team member four hours per week.

Shinola

Customer Experience Manager

Aug 2022 - Sep 2024

  • Directed customer experience for the Detroit flagship and a corporate portfolio generating $8M in annual revenue.
  • Segmented 1,100+ accounts in Salesforce, increasing CRM-driven outreach from 32% to 86%.
  • Reworked service workflows and customer handoffs, reducing escalations 35%.

NeuroSync

Customer Success Manager

Apr 2019 - Jun 2022

  • Managed implementation across 32 clinical accounts, from stakeholder alignment and configuration through training and first-90-day support.
  • Maintained 95% customer retention over three years; active product usage increased from 45% to 72% after rebuilding onboarding around clinical workflows.
  • Hired, managed, and coached three account executives and developed the lifecycle and adoption playbook.

NeuroSync

Account Manager

Mar 2018 - Apr 2019

  • Managed 18 clinical sites across multiple territories and established customer relationships that supported consistent implementation handoffs.

Skills

Account health scoring; adoption analytics; onboarding and implementation; renewal and retention operations; playbooks; executive reporting; CRM data quality; Salesforce; HubSpot; Gainsight; ChurnZero; Delighted.

Education

M.S., Customer Experience Management

Michigan State University, Eli Broad College of Business · May 2025

B.S., Organizational Behavior

Oakland University · May 2012

Certifications

  • Salesforce Certified Agentforce Specialist · Jul 2026
  • HubSpot Inbound Marketing · Sep 2025
  • Google Business Intelligence Professional Certificate · Jan 2025