Customer Recovery Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, mentor, and enhance a specialized team of Customer Recovery Coaches through regular one-on-ones, risk portfolio assessments, performance expectations, recruitment, onboarding, and skill enhancement.

• Establish the operating rhythm for customer recovery, which includes risk queue management, mobilization of Fire-Teams, resolution of post-sales issues, tracking executive escalations, and forecasting weekly retention rates.

• Supervise and improve the Fire-Team process as the executive escalation owner, coordinating with stakeholders from Product, Engineering, Support, and Sales.

• Ensure effective management of high-impact, at-risk customer queues, proactive interventions, structured recovery efforts, and Rapid Wins for immediate operational recovery.

• Own the “Recovery Becomes Prevention” feedback loop, translating insights from cancellations and severe-risk root causes into product and process enhancements.

• Collaborate with leadership from Product, Engineering, Onboarding, and Customer Support to eliminate recurring operational obstacles and friction points.

• Partner with CS Ops to deploy AI-driven tools, automated risk detection, and maintain clean Salesforce CRM reporting.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Retention, CS Operations, or Post-Sales Operations within a B2B SaaS environment.

• A minimum of 2 years of direct management experience or demonstrated leadership in handling high-stakes customer retention processes.

• Extensive direct management experience in hotel or resort operations (front office, revenue, or property management), with a profound understanding of the business implications of hotel technology failures.

• Outstanding emotional intelligence and demonstrated ability in executive-level de-escalation, trust-building, and solving high-impact problems.

• Technical skills to utilize AI tools and automation to enhance team productivity.

• Strong attention to detail and rigorous standards for CRM maintenance, activity documentation, and process recording.

• Proven track record of achieving alignment and mobilizing internal teams across Product, Support, and Sales without relying solely on formal authority.

• Proficiency in both Spanish and English is considered an additional asset.

• Familiarity with Salesforce, Zendesk, or advanced customer success risk-analytics tools is regarded as a bonus skill.

🏝️ Benefits

• Remote First, Remote Always

• PTO in accordance with local labor regulations

• Fully Paid Parental Leave

• Home office stipend based on country of residence

• Professional development courses available through Cloudbeds University

• Access to professional development opportunities, including manager training, skill enhancement, and knowledge sharing