C
Cynthia Charles
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Montreal, Quebec, Canada
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Résumé
Jobs
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- AFreelance Digital Growth StrategistAIMOPSJan 2026 - Current (9 months)• Independent freelance consultant serving SMEs and entrepreneurs, with a niche focus on wellness, beauty and lifestyle.
• Own the full client cycle as the business owner: prospecting, discovery, proposal and closing, then onboarding, delivery, follow-up and retention.
• Design, build and launch client websites, from structure and content to visual identity and go-live.
• Plan and manage Google Ads and Meta Ads campaigns, translating results into plain-language recommendations for business owners.
• Lead social media content strategy: editorial planning, content pillars, formats and publishing calendars aligned to business objectives.
• Design service packages, SOPs and reusable templates to keep delivery consistent - ECustomer Success & Integration ManagerEndorphineSep 2025 - Dec 2025 (4 months)• Led end-to-end onboarding and system implementation, driving product adoption and client self-sufficiency.
• Delivered webinars, product demos and client training sessions to increase user engagement.
• Produced SOPs and client-facing documentation to standardize onboarding and reduce time to value.
• Reviewed dashboards and reports to support data-informed client decisions. 
Customer Success ManagerIntradoAug 2024 - Sep 2025 (1 year 2 months)• Managed a high-volume portfolio of 600+ accounts across North America in a scaled model, then was promoted to a strategic portfolio of 35 high-value clients.
• Took ownership of accounts at handoff from the implementation team once the system went live, then drove adoption, ongoing engagement and retention.
• Monitored account health signals (usage, engagement, satisfaction) to identify churn risk early and run the right retention play.
• Led Quarterly Business Reviews to realign goals, showcase value delivered and surface renewal opportunities.
• Escalated at-risk accounts and opportunities requiring Sales or high-touch support.
• Created SOPs and proposed process improvements based on root-cause analysis of oper- Bilingual Smb Client Success ManagerCertnFeb 2023 - Feb 2024 (1 year 1 month)
- Bilingual Customer Support SpecialistCertnFeb 2022 - Jan 2023 (1 year)
- Customer Service AdvisorDesjardinsDec 2016 - Feb 2022 (5 years 3 months)
Education
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- Bachelor's in Business ManagementHEC MontrealJan 2016 - Current (10 years 9 months)Part-time, in progress.
- Google AdsGoogle
- HubSpot Digital MarketingHubSpot