Customer Recovery Team - Manager

Third-Party Job Posts

5d • Remote

About The Position

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

Requirements

• 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), with a deep understanding of the real business impact when hotel technology fails
• Exceptional emotional intelligence and proven capability in executive-level de-escalation, trust building, and high-impact problem solving
• Technical aptitude to leverage AI tooling and automation to unlock team capacity, with high attention to detail and strict standards for CRM hygiene, activity logging, and process documentation
• Proven ability to drive alignment and mobilize internal teams across Product, Support, and Sales without relying solely on direct authority

Nice To Haves

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

Responsibilities

• Lead, coach, and develop a specialized team of Customer Recovery Coaches, running regular 1:1s, risk portfolio reviews, and clear performance expectations, while hiring, onboarding, and continuously upskilling new Recovery Coaches
• Set the operating rhythm for the Customer Recovery motion: risk queue triage, Fire-Team mobilizations, post-sales friction resolution, executive escalation tracking, and weekly retention forecasts
• Oversee and optimize the Fire-Team motion as an executive escalation owner, helping coaches mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore trust
• Ensure the team effectively triages high-impact queues of at-risk customers, driving proactive rescue and structured save motions, and guide the team in executing Rapid Wins that prioritize immediate operational stabilization
• Own and execute the "Recovery Becomes Prevention" feedback loop, treating cancellation requests and severe risk as systemic failures and transforming root-cause insights into actionable product and process improvements
• Partner closely with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points that deplete customers and internal teams
• Champion "Standardize the repeatable, personalize the meaningful" by working with CS Ops to implement AI-driven tooling, automated risk detection, and clean CRM reporting in Salesforce

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed