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Customer Recovery Team - Manager

2 weeks, 4 days ago
United States
Full-time
Senior
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 Customer Recovery Coaches through regular 1:1s, portfolio reviews, and performance management.
  • Establish operating rhythms for risk triage, Fire-Team mobilizations, friction resolution, executive escalations, and retention forecasting.
  • Own and optimize executive-level Fire-Team interventions across Product, Engineering, Support, and Sales.
  • Oversee proactive rescue strategies, save motions, and Rapid Wins for high-impact at-risk accounts.
  • Use cancellation and risk insights to identify systemic failures and drive product and process improvements.
  • Partner with Product, Engineering, Onboarding, and Support leaders to eliminate recurring customer friction.
  • Implement AI-driven tooling, automated risk detection, and accurate Salesforce reporting with CS Operations.
  • Manage recovery operations across SMB and mid-market customer accounts.

Requirements

  • 5+ years of experience in Customer Success, Retention, CS Operations, or Post-Sales Operations within B2B SaaS.
  • 2+ years of direct people management or demonstrated leadership of high-stakes retention workflows.
  • Significant experience managing hotel or resort operations, such as front office, revenue, or property management.
  • Strong emotional intelligence and experience with executive de-escalation, trust building, and complex problem-solving.
  • Technical aptitude with AI tools and automation, plus strong attention to CRM hygiene, activity logging, and process documentation.
  • Ability to align and mobilize cross-functional teams without relying solely on direct authority.
  • Experience managing recovery or retention programs for hospitality clients is preferred.
  • Fluency in Spanish and English is preferred.
  • Familiarity with Salesforce, Zendesk, or customer success risk analytics tools is preferred.
  • Must be authorized to work in the job location without visa sponsorship.

Benefits

  • Fully remote, remote-first 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 sharing.
  • Equal opportunity employer with reasonable workplace accommodations available.

Interested in this position?

Apply directly on the company website

Apply Now

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