Open to opportunities

Cynthia Robles

@cynthiarobles

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Customer Success and operations leader improving SaaS adoption, retention, and scalable support in high-volume teams.

United States

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What I'm looking for

I’m looking for a Customer Success role where I can own the full customer journey, drive scalable onboarding and retention, and partner cross-functionally on process improvement using CRM data and clear KPI reporting.

I’m a customer-success–oriented operations professional with 6+ years of experience managing client relationships, leading teams, and building scalable support systems in high-volume environments. I own the full customer journey—from onboarding through retention—while driving performance, process improvement, and cross-functional alignment using data-informed decision making.

In my recent Operations Manager work, I’ve served as a primary point of contact for operational support and escalation resolution across multiple properties. I built standardized playbooks and process documentation to keep service delivery consistent, proactively identified operational gaps, and maintained workforce and compliance data in CRM systems to support accurate reporting and leadership insights.

Previously, as a Customer Success and Operations Manager, I managed a large client portfolio with high-touch support, led SaaS onboarding and ongoing adoption, and reduced repeat incidents through pattern-based improvements. I’ve also delivered measurable results as a Revenue Manager—translating complex data into revenue strategy, improving KPI performance, and saving time through automation—while keeping customer experience and operational accuracy at the center of how I work.

Experience

Work history, roles, and key accomplishments

Operations Manager

Tumi Staffing

Jan 2025 - Jan 2026 (1 year)

Served as primary operational point of contact across six hotel properties, resolving escalations and coordinating service delivery. Built standardized playbooks and maintained CRM/compliance reporting for 100+ employees to improve continuity and leadership visibility.

And Playbooks CRM Systems Service Coordination KPI Tracking Performance Insights

Customer Success & Ops Manager

La Isla Vacation Rentals

Jan 2022 - Jan 2024 (2 years)

Managed support for 60+ property owners through 100+ daily interactions, driving long-term retention and high-touch customer service. Led onboarding and SaaS adoption (Guesty, Hostaway, Streamline), resolved escalations by identifying recurring issues, and maintained accurate reservation/payment/OTA data.

Customer Success Account Management SaaS Onboarding Guesty Hostaway Streamline Escalations Customer Retention Data Accuracy (OTA Payments)

Revenue Manager

Prisma / Aimbridge Hospitality

Jan 2020 - Jan 2022 (2 years)

Directed pricing, distribution, and revenue strategy for a 298-room IHG property, translating performance data into actionable recommendations for leadership. Reduced manual reporting time by 60% via automated Excel tools and improved commercial outcomes, including #1 benchmark placement and 65% conversion on reservation calls.

Hotel Revenue Management Pricing Strategy OTA Commission Audits Conversion Rate Optimization

Lead Concierge

Safi Royal Luxury Hotels

Jan 2019 - Jan 2020 (1 year)

Delivered executive/VIP hospitality support by managing complex service requests and expectations. Trained new team members to improve service consistency and cleared a backlog of 1,500+ invoices to restore operational workflow.

VIP Service Hospitality Operations Operational Efficiency Backlog Management Client Experience Management

Corporate Travel Manager

EnlaceForte

Jan 2019 - Jan 2019 (0 months)

Coordinated international corporate travel logistics using GDS tools (Amadeus, Sabre), managing 150+ daily reservations with a focus on accuracy and client satisfaction. Negotiated vendor rates and supported large-scale events for 200+ participants while maintaining high-volume operational flow.

Sabre Corporate Travel Event Coordination Travel Support