Customer Recovery Team - Manager

Cloudbeds provides hospitality software that helps hotels transform operations and commercial strategy through a unified platform. The Manager, Customer Recovery, leads the customer retention engine, manages Customer Recovery Coaches, oversees critical recovery operations, and coordinates cross-functional interventions to reduce churn and improve customer experience.

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

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
• applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas
• 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