Adam Rabin

• • Served as the operational bridge between the customer-facing CS team and internal departments, translating real-world client friction into system improvements, tooling builds, and process redesigns across a portfolio of up to 30 active accounts simultaneously.

• • Designed and launched OnRamp, a proprietary digital onboarding portal that gave clients real-time self-service visibility into their activation journey, eliminating manual handoffs, reducing inbound support volume, and cutting weekend ticket load for the team.

• • Compressed client onboarding timelines from a 60 to 90 day window toward a consistent 45 to 60 day target by combining the OnRamp portal, standardized playbooks and SOPs, HubSpot automated follow-up workflows, and KPI-based deadline tracking that created clear accountability across internal teams and vendor partners.

• • Architected RoadRunner's HubSpot CRM infrastructure from the ground up using AI-assisted health scoring, lifecycle automation, and Mode Analytics dashboards that gave CS leadership a single source of truth for performance trends, account health, and escalation patterns.

• • Owned client communication across complex multi-location accounts, setting clear expectations at every milestone, delivering difficult news when timelines slipped, and leading structured problem-solving conversations that presented a clear action plan and rebuilt confidence without overpromising.

• • Rebuilt the CSAT measurement framework from the ground up, redesigning scoring logic, reporting cadences, and closed-loop feedback processes, increasing satisfaction scores while reducing support friction by 15 to 20%.

• • Led a team of onboarding specialists managing 15 to 30 new B2B SaaS account activations per month, each ranging from single-location to multi-site operations, overseeing the full implementation lifecycle from contract handoff through go-live.

• • Served as the primary point of contact for clients throughout onboarding, managing expectations across complex multi-stakeholder accounts, communicating proactively when timelines shifted, and keeping both clients and internal teams aligned at every stage.

• • Built structured implementation playbooks and internal documentation frameworks that reduced onboarding timelines by 15 to 20% and became the operational foundation for later systems improvements including OnRamp.

• • Handled difficult client conversations directly when implementations hit obstacles, framing problems clearly, presenting solutions with realistic timelines, and maintaining trust through transparent and organized communication.

• • Identified recurring escalation patterns in the critical first 90 days post-launch and introduced preventative process fixes, insights that directly informed the design of OnRamp and HubSpot workflow automation built in the following role.

• • Managed enterprise payment and financial integration projects end-to-end, coordinating across technology, operations, compliance, and finance teams with structured communication and clear milestone tracking.

• • Designed and deployed real-time project dashboards that replaced manual status reporting, giving leadership immediate visibility into integration health, risks, and milestones.

• • Standardized integration workflows and documentation, reducing ramp time for new projects and improving consistency of execution across the team.