Cy Anderson
Las Vegas,NV
Summary
Dynamic leader in client success, skilled in verbal and written communication, decision-making, and conflict resolution. Successfully drove client loyalty and brand engagement while developing high-performing teams to deliver exceptional service across multiple channels.
Overview
16
16
years of professional experience
Work History
Director of Franchisee Success
Franchise Ramp
Remote
10.2023 - 08.2026
- Scaled the client portfolio from ~800 to 1,300+ accounts, managing over $3.5M in monthly ad spend, while growing the team from 5 to 11 Success Managers and expanding into new verticals including home services, wellness, and youth enrichment
- Designed and launched a low-touch, self-service product to compete with rival agencies - piloted across 150 clients in 2 brands, achieving 57 adoptions and under 1.5% churn over 18 months
- Partnered with the Technology team to develop AI-driven prompts automating client performance recaps and meeting deck generation, improving consistency in client experience while reducing manual workload
- Restructured the team into two specialized pods to address role complexity and improve retention, brand expertise, and onboarding agility
- Owned monthly churn analysis and preventative action, consistently maintaining churn below 2.75% across most months against a 3.5% target
- Redesigned the client communications model into a 3-part monthly deliverable, achieving 90%+ meeting engagement and 100% recap/update delivery across all accounts
- Served as primary point of contact for C-suite executives across all brand partners and sole owner of client escalations across the team
- Built and standardized a proactive hiring pipeline, including candidate sourcing channels, templated outreach, shadow days, and structured assessments, enabling the team to maintain a ready talent pool and avoid reactive hiring
Senior Manager, Franchisee Success
Franchise Ramp
Remote
02.2023 - 10.2023
- Managed 30 high-priority accounts (ranging from 5–20+ locations each, including Franchise Ramp's own founders) with zero churn — the portfolio grew instead, as ownership groups consolidated additional locations onto Franchise Ramp from competing vendors based on performance and service quality
- Led first-stage hiring for success team by reviewing 200+ resumes and conducting 17 first-round interviews in 2023, resulting in 2 hires with 2+ years tenure
- Contributed to the shift toward a pod-based account structure (1 account manager to 3 success managers) to reduce complexity and improve account management support
- Resolved 2–3 corporate-level escalations weekly within 24-hour SLA, acting as internal point for information-gathering and response coordination for leadership
- Contributed to implementation of pod-based account structure (1 account manager to 3 success managers) to streamline account management support
Franchisee Success Manager
Franchise Ramp
Remote
07.2021 - 02.2023
- Managed a book of 121 clients and 200+ accounts - the largest caseload of any Success Manager before or since, more than 50% above the standard ~80-client expectation - representing approximately $300K in monthly ad spend with an average monthly churn rate of 3.1%
- Maintained a 97% monthly client communication rate, exceeding the company standard of 85%
- Served as the designated Success Manager for client transition escalations, taking on accounts where clients requested a change due to dissatisfaction
- Conducted monthly recurring reviews evaluating campaign performance across Meta and Google Ads, analyzing KPIs, lead generation, conversion rates, and ROAS to identify growth opportunities and deliver strategic recommendations
- Coached franchise owners on sales follow-up, CRM best practices, and local content capture to strengthen lead quality and local market presence
Client Services Consultant
Burberry, Americas
Las Vegas, NV
10.2020 - 06.2021
- Cultivated strong client relationships to enhance loyalty and brand engagement in high-end luxury retail
- Provided timely, expert service to address client concerns and uphold an elevated client experience
- Maintained accurate client profiles and contact records in the company CRM to support consistent service and relationship continuity
- Managed high-volume, multi-channel client communications - including phone, web messaging, and email - without sacrificing responsiveness or quality
- Liaised daily with domestic and international distribution centers to ensure accurate order fulfillment and prevent inventory discrepancies
- Partnered with courier service providers to manage delivery expectations and quickly resolve shipping challenges
Team Lead, Luxury Concierge
ARIA Resort & Casino
Las Vegas, NV
08.2016 - 08.2020
- Served as a senior team member training and mentoring a concierge team of 40+ on luxury service standards
- Conducted internal quality checks - including call monitoring and email responsiveness reviews - to coach team members and maintain consistently elevated service standards
- Coordinated behind-the-scenes with internal departments to fulfill VIP guest needs and ensure a seamless, elevated overall experience
- Helped introduce the first and only text-for-service platform driving incremental sales for all 4000+ rooms
- Achieved an exemplary score in a 2018 Forbes Travel Guide mystery shopper evaluation, contributing to ARIA's overall Five-Diamond property rating
- Managed monthly commission distribution from vendor partners, calculating payouts across a 40-person team based on hours worked and coordinating with payroll for accurate processing
Luxury Concierge
ARIA Resort & Casino
Las Vegas, NV
02.2014 - 08.2016
- Served as an ambassador for ARIA, acting as liaison across key departments, including spa, front desk, casino marketing, floral, and in-room dining, as well as off-site vendors for transportation, tours, nightlife, and off-property dining
- Curated once-in-a-lifetime guest experiences by fulfilling unique and often unconventional requests, from sourcing specific antiques to planning bachelor/bachelorette celebrations and proposals
- Fostered repeat guests by providing an elevated luxury service,
personalized recommendations tailored to their needs, and follow-up correspondence to ensure a seamless guest experience. - Recipient of numerous guest commendations via post-stay surveys as well as social media platforms like TripAdvisor
- Exceptional skills in handling diverse types of international guests with courtesy and professionalism via telephone, email, and face-to-face interactions
Cirque Du Soleil, Residential Sales Representative
Bellagio Las Vegas
Las Vegas, NV
02.2011 - 02.2014
- Embodied Bellagio, a AAA Five Diamond, Forbes Five Star resort with international acclaim, upholding the property's exceptional standards of luxury service and guest experience expected of every team member
- Drove incremental revenue beyond ticket sales by encouraging both hotel guests and non-guests to extend their time on property via dining and other entertainment outlets
- Facilitated buyouts for wholesalers and large groups, including convention guests, coordinating logistics and pricing to secure group sales, primarily for O by Cirque du Soleil
- Contributed to sales for O by Cirque du Soleil, a show generating an estimated $140M+ in annual revenue at consistent 97%+ capacity across 10 weekly performances
- Trained and mentored new hires on refined service standards, as well as cross-selling techniques across the MGM Resorts International entertainment portfolio
- Created a monthly internal sales competition to motivate the team around upselling VIP and Golden Circle experiences, driving sales of the highest-priced ticket tiers
Education
Bachelor of Science - Marketing
Wayne State University
Detroit, MI05-2007
Skills
- Project management
- Process development
- Decision-making
- Talent acquisition strategies
- Franchise operations
- Employee development
- Remote work
- Communication skills
- Relationship building
- Working remotely
- AirTable, HubSpot, Slack, G Suite, Meta Ads Manager, Google Ads
Affiliations
- Member, Southern Nevada Hotel Concierge Association (SNHCA)
- Completed Team Tools Program through Strategic Coach
- Attendee & Exhibitor, IFA (International Franchise Association)
- Experienced in EOS and Scaling Up methodologies
Timeline
Director of Franchisee Success
Franchise Ramp
10.2023 - 08.2026
Senior Manager, Franchisee Success
Franchise Ramp
02.2023 - 10.2023
Franchisee Success Manager
Franchise Ramp
07.2021 - 02.2023
Client Services Consultant
Burberry, Americas
10.2020 - 06.2021
Team Lead, Luxury Concierge
ARIA Resort & Casino
08.2016 - 08.2020
Luxury Concierge
ARIA Resort & Casino
02.2014 - 08.2016
Cirque Du Soleil, Residential Sales Representative
Bellagio Las Vegas
02.2011 - 02.2014
Bachelor of Science - Marketing
Wayne State University