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Customer Recovery Team - Manager

3 hours, 42 minutes ago
Latin America, United States, 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 18

Description

  • Lead, coach, hire, onboard, and develop Customer Recovery Coaches through regular 1:1s, portfolio reviews, and performance management.
  • Set operating rhythms for risk triage, Fire-Team mobilizations, friction resolution, executive escalations, and retention forecasting.
  • Oversee executive-level Fire-Team interventions and coordinate Product, Engineering, Support, and Sales stakeholders to resolve critical customer issues.
  • Guide proactive rescue and structured save motions for at-risk SMB and mid-market accounts, including Rapid Wins for immediate stabilization.
  • Use cancellation and severe-risk insights to identify systemic failures and drive 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 Customer Success Operations.
  • Mobilize teams to prevent churn, restore customer trust, and convert dissatisfied customers into long-term advocates.

Requirements

  • 5+ years of experience in Customer Success, Retention, CS Operations, or Post-Sales Operations within B2B SaaS.
  • At least 2 years of direct people management or lead experience managing high-stakes retention workflows.
  • Significant experience managing hotel or resort operations, such as front office, revenue, or property management.
  • Exceptional emotional intelligence, executive-level de-escalation, trust-building, and problem-solving skills.
  • Technical aptitude with AI tools 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 clients across SMB, mid-market, enterprise, or multi-property segments preferred.
  • Fluency in Spanish and English preferred.
  • Familiarity with Salesforce, Zendesk, or advanced customer risk analytics tools preferred.
  • Authorization to work in the role’s location without visa sponsorship.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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