Cecilia Prado

I’m a Customer Success leader with 20 years of experience in the travel and hospitality technology industry, including deep tenure at Sabre Corporation partnering with enterprise customers and cross-functional teams across global SaaS environments.

At Sabre, I progressed from Director to Senior Director (leading end-to-end global customer support operations for a multi-tier organization of 160+ professionals). I build governance frameworks and operating models that scale execution while keeping customer outcomes and business performance tightly aligned.

I translate complex customer goals into structured success plans, supported by customer health metrics, case resolution trends, severity management, SLA attainment, CSAT, and backlog health indicators. I facilitate Monthly Operational Reviews and support Quarterly Business Review planning, turning operational insights into strategic actions with C-level stakeholders.

I drive measurable results through proactive engagement and escalation leadership—co-leading a customer recovery initiative that reduced customer case backlog by 30% in four months, and expanding self-service to reduce inbound demand by 10% while improving resolution speed. I also position support operations as a revenue contributor, securing $415K in annual customer-funded engagements and delivering $120K+ in savings through automation and process improvements.