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Customer Recovery Team - Manager

2 weeks, 4 days ago
Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised
View All Jobs 78

Description

  • Lead, coach, hire, onboard, and develop a team of Customer Recovery Coaches.
  • Set operating rhythms for risk triage, Fire-Team mobilizations, friction resolution, escalations, and retention forecasting.
  • Oversee executive-level Fire-Team interventions and coordinate stakeholders across Product, Engineering, Support, and Sales.
  • Guide proactive rescue efforts, structured save motions, and Rapid Wins for at-risk customers.
  • Own the “Recovery Becomes Prevention” feedback loop by translating cancellation and risk insights into product and process improvements.
  • Partner with cross-functional leadership to eliminate recurring operational blockers and customer friction.
  • Implement AI-driven tooling, automated risk detection, and accurate Salesforce reporting with CS Operations.
  • Conduct regular one-on-ones, portfolio reviews, performance management, and team upskilling.

Requirements

  • 5+ years of experience in Customer Success, Retention, CS Operations, or Post-Sales Operations in B2B SaaS.
  • 2+ years of direct people management or experience leading high-stakes customer retention workflows.
  • Significant management experience in hotel or resort operations, such as front office, revenue, or property management.
  • Exceptional emotional intelligence and experience with executive de-escalation, trust building, and complex problem solving.
  • Technical aptitude with AI tooling and automation, plus strong attention to CRM hygiene, activity logging, and process documentation.
  • Ability to align and mobilize Product, Support, and Sales teams without relying solely on direct authority.
  • Experience managing recovery or retention programs for hospitality customers across SMB, mid-market, enterprise, or multi-property environments preferred.
  • Fluency in Spanish and English preferred.
  • Familiarity with Salesforce, Zendesk, or customer risk analytics tools preferred.
  • Current authorization to work in the position’s location without visa sponsorship.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residence.
  • Professional development through Cloudbeds University, manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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