Customer Recovery Team - Manager

The role

You will lead a specialized team of Customer Recovery Coaches to manage retention and risk mitigation. You will oversee recovery operations for mid-market and SMB accounts and lead executive-level interventions to resolve critical issues.

What you will do

• Lead, coach, and develop a specialized team of Customer Recovery Coaches
• Set the operating rhythm for the Customer Recovery motion
• Oversee and optimize the Fire-Team motion as an executive escalation owner
• Ensure the team effectively triages high-impact queues of at-risk customers
• Own and execute the Recovery Becomes Prevention feedback loop
• Partner with Product, Engineering, Onboarding, and Customer Support leadership
• Implement AI-driven tooling and automated risk detection with CS Ops

Required qualifications

• 5+ years of experience in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS
• At least 2 years of direct people management or proven lead experience managing high-stakes customer retention workflows
• Significant direct management experience in hotel or resort operations (front office, revenue, or property management)
• Exceptional emotional intelligence
• Proven capability in executive-level de-escalation, trust-building, and high-impact problem-solving
• Technical aptitude to leverage AI tooling and automation
• High attention to detail
• Strict standards for CRM hygiene, activity logging, and process documentation
• Proven ability to drive alignment and mobilize internal teams across Product, Support, and Sales

Nice to have

• Deep experience managing customer recovery or retention motions across SMB, mid-market, enterprise, or multi-property hospitality clients
• Fluency in Spanish and English
• Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds builds a platform that powers hotels across 150 countries. The company operates with a completely remote team.