Customer Recovery Manager

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

📋 Description

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

• Establish the operational cadence for customer recovery, encompassing risk queue triage, Fire-Team activations, resolution of post-sales friction, tracking of executive escalations, and weekly retention predictions.

• Supervise and refine the Fire-Team process as the executive escalation lead.

• Engage cross-functional stakeholders from Product, Engineering, Support, and Sales to rebuild customer confidence.

• Manage high-impact queues of at-risk customers and facilitate proactive rescue efforts, structured save initiatives, and Rapid Wins.

• Implement the “Recovery Becomes Prevention” feedback system and convert root-cause findings into enhancements for products and processes.

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

• Partner with CS Ops to deploy AI-driven tools, automate risk detection, and ensure accurate Salesforce CRM reporting.

⛳️ Requirements

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

• A minimum of 2 years of direct people management experience or demonstrated leadership in managing critical customer retention processes.

• Significant management experience in hotel or resort operations (including front office, revenue, or property management).

• Outstanding emotional intelligence with proven skills in executive-level de-escalation, trust-building, and high-impact problem-solving.

• Technical proficiency in utilizing AI tools and automation.

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

• Demonstrated ability to achieve alignment and engage internal teams across Product, Support, and Sales without solely relying on direct authority.

• Extensive experience managing customer recovery or retention processes across SMB, mid-market, enterprise, or multi-property hospitality clients.

• Bilingual in Spanish and English.

• Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tools.

• Currently authorized to work in the job location without the need for visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in line with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residence.

• Professional development courses available through Cloudbeds University.

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