Rebekah Boon

About Rebekah Boon

I\'m a customer success leader with over 20 years of experience building and scaling high-performing teams in both SaaS and professional services organizations. My client portfolio includes the smallest businesses and the largest enterprises (Amazon, Microsoft, Disney). and everything in between. I\'ve worked across industries such as Healthcare, Retail, Technology, Education, Ecommerce, and Financial Services. Ultimately, I\'m a builder. My expertise lies in building relationships with customers and building the strategies and teams to meet their needs: aligning teams around a practical and ambitious vision and establishing clear and measurable KPIs. As the Head of Customer Success at Moz, I led customer engagement strategy and oversaw all customer-facing teams with thousands of customers across the Moz SaaS product portfolio ($40M). By implementing a consistent, consultative revenue-generating methodology and quality framework across multiple customer success teams (onboarding, support, account management, operations), I increased retention and revenue, while creating opportunities for personal growth and leadership within the team, resulting in little to no attrition and high engagement.Also while at Moz, I established and matured Moz\'s enterprise customer approach, philosophy, and long-term strategies, transforming customer engagements and resulting in significant uplift, including doubled revenue with our largest accounts. Expanding our one-to-many account management to midmarket customers resulted in a highly successful program that continues to hit revenue targets at 115%+ QoQ. And rearchitecting customer support has resulted in both higher CSAT and deeper customer engagement and expertise, increasing CSAT by 7 points, while realizing cost savings of 71% annually. Prior to Moz, I spent 10 years leading client services in digital marketing agencies. My superpower is finding value: working to understand what customers truly need, listening intently and providing vehicles for feedback, navigating and harnessing change, and using data to find opportunities and evangelize successes within the organization.I crave challenging, fast growing environments. Even more, I believe that it’s possible to grow quickly and successfully while still preserving an amazing culture: leading with empathy, harnessing the talent on the team, driving toward a collective vision, and getting out of the way to enable people to do the best work of their careers.

Experience

1. Vice President of Customer Success

   HiHello, Inc.

   Sep 2023 — Present

Skills

• Analytics
• Internal Communications
• Account Management
• Online Advertising
• Web Analytics
• Integrated Marketing
• Online Marketing
• Content Development
• Copywriting
• Web Design
• Social Media
• Leadership
• Web Project Management
• Creative Direction
• Marketing
• SEO
• Digital Strategy
• Corporate Communications
• Blogging
• Lead Generation
• Web Content
• Email Marketing
• Business Development
• Digital Marketing
• Management
• Advertising
• Website Development
• Sem
• Publishing
• Multi-Channel Marketing
• Content Management
• Mobile Marketing
• B2b Marketing
• Market Analysis
• Strategic Planning
• Cross-Functional Team Leadership
• Brand Development
• Content Strategy
• Marketing Strategy
• Project Management