Cecilia Ribeiro Santos 🏳️‍⚧️

Community Lead @ WeWork

About

I’m a people-first professional with a passion for helping customers get the most out of the products and services they trust. Over the past 3 years, I’ve worked across account management, customer experience, and operations, always with a focus on building strong, lasting relationships. At WeWork, where I currently work as Community Lead at one of our biggest locations in Brazil, I oversee a portfolio of large-scale clients, such as Pinterest and Amazon, by making sure their needs are met, their goals supported, and consequently, that their renewals are successful. This role helped me become confident in stakeholder communication, spotting growth opportunities, and working cross-functionally to drive real impact. To do so, I use tools such as Salesforce and Medallia daily to stay on top of client needs and keep track of their experience at WeWork. Let’s connect! I’d love to learn more about your team or share more about my journey.

Country

Brazil

City

Osasco

Industry

Real Estate

Skill

Collaborative Problem Solving, Operations Management, Customer Experience Management, Team Management, Customer Relationship Management (CRM), Customer Success, Gestão operacional, Google Workspace, Product Management, Product Lifecycle Management, Leadership, Communication, Creativity and Innovation, Customer Experience, Customer Service, English, Adobe Photoshop, Comunicação, Microsoft Office, Espanhol

Experience

Community Lead

WeWork

2025-3 - Present · 1 yr 7 mos

- Manages a portfolio of strategic client accounts, focusing on customer retention, and long-term value generation, contributing with seamless contract renewals. - Acts as the main point of contact for escalations and issue resolution, ensuring a seamless customer experience throughout the lifecycle. - Conducts regular account check-ins to gather feedback, identify expansion opportunities, and reinforce customer success. - Drives engagement through curated events and personalized touchpoints, strengthening client relationships and boosting satisfaction. - Oversees daily operations and collaborates cross-functionally with Sales, Operations, and Facilities teams to align on client needs and retention goals. - Partners with vendors and landlords to ensure service quality, proactively addressing risks to customer satisfaction and account stability. - Utilizes tools like Salesforce and Medallia to monitor account health, track customer interactions, and support renewal forecasting.

Community Associate

WeWork

2022-11 - 2025-3 · 2 yrs 5 mos

- Served as the first point of contact for members and guests, providing a warm welcome. - Managed the front desk during business hours, assisting with check-ins, inquiries, and daily member needs with professionalism and enthusiasm. - Built genuine relationships whether by learning member names, anticipating needs, or even by creating personalized, memorable experiences. - Supported daily operations including mail handling, guest registration, key management, and maintaining organized common areas. - Engaged members through proactive communication, event promotion, and celebration of milestones, fostering connection and belonging to the community. - Acted as a knowledgeable resource for building policies, local amenities, and community updates, ensuring members feel supported and informed. - Collaborated with Community Leads and internal teams to ensure smooth building operations, seamless events, and a consistently elevated member experience.

Community Intern

WeWork

2022-3 - 2022-11 · 9 mos

São Paulo, Brazil

English Teacher

Evolutime

2021-6 - 2022-1 · 8 mos

Osasco, São Paulo, Brazil

Teach different content, apply tests, include attendance and grade records in the system and identify the best class dynamics to be applied to each student, so that the content is delivered in the most efficient way for everyone.