Summary
Overview
Work History
Education
Skills
Timeline
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ZOILA NORIEGA

Miami Beach

Summary

Dynamic customer success and operations leader with 7+ years of experience in the short-term rental and hospitality tech industries. Proven success managing SMB and mid-market portfolios across the U.S. and LATAM, with a strong focus on platform adoption, OTA optimization, and revenue growth. Known for turning customer insights into scalable, data-driven strategies that deliver long-term value. Adept at leading cross-functional initiatives across sales, product, and engineering to drive measurable results. Skilled in aligning regional market strategies with client goals to maximize retention and business outcomes. Based in Florida, I bring a deep understanding of local and regional dynamics, and a host-first mindset grounded in empathy, belonging and innovation.

Overview

9
9
years of professional experience

Work History

Customer Success Manager

Guesty Inc
10.2023 - Current
  • Manage a portfolio of 200+ SMB and Mid-Market accounts, driving retention, upsells, and host growth by aligning customer goals with product capabilities. Consistently achieve 95% of KPIs, including a 45% retention rate, 45% upsell rate, and 10% MRR segment upgrades.
  • Lead tailored onboarding experiences and host regular executive business reviews (quarterly and annually) to strengthen engagement and ensure long-term platform success.
  • Negotiate commercial terms for new product upsells and contract renewals, aligning value delivery with customer growth milestones.
  • Use data driven insights to identify retention risks and optimize account performance .
  • Represent Guesty at regional market events to support customer acquisition, strengthen client relationships, and identify growth opportunities within the short-term rental ecosystem.

Coaching Specialist

BeyondBNB
04.2022 - 10.2023
  • Led product development and content initiatives tailored to the Short-Term Rental Industry, ensuring that offerings align with market demands and client needs.
  • Coached 600+ hosts on pricing strategy, OTA optimization, and growth planning, increasing portfolio revenue and listing visibility across platforms.
  • Delivered technical support and troubleshooting, resolving issues related to platform functionality, property listing management, and integration with online travel agencies.
  • Implement operational systems and processes to streamline the onboarding and listing processes for clients’ hotels or properties on various online travel agencies.
  • Led initiatives to onboard and scale high-quality property listings by providing strategic guidance on listing optimization, dynamic pricing, and effective use of OTA tools to enhance visibility and drive bookings.
  • Supported new host acquisition through targeted onboarding strategies and OTA listing guidance that improved conversion rates and host satisfaction.

Director of Operations

Roamer & Mary Properties LLC
01.2016 - 11.2022
  • Oversaw all aspects of property operations, including project planning, quality control and vendor management, ensuring timely delivery of milestones and high service standards.
  • Developed and executed business plans focused on cost control, labor optimization, facility performance, resulting in improved operational efficiency and profitability.
  • Identified and implemented process improvements to enhance service quality, employee productivity, and guest satisfaction.
  • Led strategic initiatives to increase revenue and occupancy, including sales forecasting, pricing strategies, and customer reengagement programs.
  • Managed guest and client experiences end-to-end, optimizing service touchpoints and fostering long-term relationships with local and international partners.
  • Monitored market trends and competitive data to inform property positioning and growth strategies across multiple short-term rental assets.

Education

Bachelor of Science - Business Administration

Johnson & Wales University
North Miami, FL
08.2020

Certificate - Digital Marketing

University Of Central Florida
Miami, FL
09.2021

Skills

  • Partner Enablement & Retention
  • Customer Lifecycle Management
  • Time Management & Prioritization
  • Project Management
  • Sales & Revenue Growth Strategy
  • CRM Tools (Salesforce, HubSpot, MixMax)
  • Conflict resolution
  • Client-Focused Mindset
  • Cross-Functional Collaboration
  • Bilingual (Spanish-Fluent)

Timeline

Customer Success Manager

Guesty Inc
10.2023 - Current

Coaching Specialist

BeyondBNB
04.2022 - 10.2023

Director of Operations

Roamer & Mary Properties LLC
01.2016 - 11.2022

Bachelor of Science - Business Administration

Johnson & Wales University

Certificate - Digital Marketing

University Of Central Florida

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ZOILA NORIEGA