Customer Recovery Team Manager

About the role

Cloudbeds, a remote-first hotel software platform used by hotels in 150 countries, is looking for a Manager, Customer Recovery. You will lead a team of Customer Recovery Coaches and own the retention engine and critical recovery motions that turn high-risk accounts into long-term brand advocates. The role covers mid-market and SMB accounts and includes overseeing the Fire-Team concept, a cross-functional, executive-level intervention for critical retention moments.

Key responsibilities

• Lead, coach and develop a team of Customer Recovery Coaches, run regular 1:1s, risk portfolio reviews and set clear performance expectations, while hiring, onboarding and upskilling new coaches.
• Set the operating rhythm: risk queue triage, Fire-Team mobilizations, post-sales friction resolution, executive escalation tracking and weekly retention forecasts.
• Oversee and optimize the Fire-Team motion, mobilizing Product, Engineering, Support and Sales to restore trust.
• Triage high-impact at-risk customer queues, drive proactive rescue and structured save motions, and guide the team in executing rapid wins.
• Run the "Recovery Becomes Prevention" feedback loop, turning cancellation requests and severe risk into product and process improvements.
• Work with Product, Engineering, Onboarding and Customer Support leadership to remove recurring blockers.
• Work with CS Ops to implement AI-driven tooling, automated risk detection and clean CRM reporting in Salesforce.

Required profile

• 5+ years 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 in high-stakes customer retention workflows.
• Significant direct management experience in hotel or resort operations (front office, revenue or property management).
• Emotional intelligence, executive-level de-escalation and problem-solving; ability to align Product, Support and Sales without relying solely on direct authority.
• Must be authorized to work in the location of the position without visa sponsorship.

Required skills

• Bonus: experience managing recovery or retention motions across SMB, mid-market, enterprise or multi-property hospitality clients.
• Bonus: fluency in Spanish and English.
• Bonus: familiarity with Salesforce, Zendesk or advanced CS risk-analytics tooling.

What we offer

• Remote first, remote always.
• PTO in line with local labour requirements and fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses and manager training in Cloudbeds University.