Customer Recovery Team – Manager

This is a fully remote position, open to applicants in Argentina, +5 more countries.

📋 Description

• Lead, mentor, and enhance a specialized team of Customer Recovery Coaches through individual coaching sessions, risk portfolio evaluations, performance benchmarks, recruitment, onboarding, and skills development.

• Establish the operational framework for customer recovery, encompassing risk queue management, mobilization of Fire-Teams, resolution of post-sales issues, executive escalation tracking, and weekly forecasts for retention.

• Supervise and enhance the executive escalation process for Fire-Teams across the Product, Engineering, Support, and Sales departments.

• Ensure efficient triage of high-impact customer queues at risk and direct proactive rescue initiatives, save actions, and Rapid Wins.

• Manage the “Recovery Becomes Prevention” feedback loop, transforming insights from root causes into enhancements for products and processes.

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

• Partner with CS Ops to implement AI-driven tools, automated risk identification, and accurate Salesforce CRM reporting.

⛳️ Requirements

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

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

• Extensive direct management experience in hotel or resort operations, including front office, revenue, or property management.

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

• Technical proficiency to utilize AI tools and automation effectively.

• High level of attention to detail and stringent standards for CRM cleanliness, activity tracking, and process documentation.

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

• Bilingual fluency in Spanish and English.

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

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

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in alignment with local labor laws.

• Fully Paid Parental Leave.

• Home office allowance based on country of residence.

• Access to professional development courses through Cloudbeds University.

• Opportunities for professional growth, including manager training, upskilling, and knowledge sharing.