Customer Recovery Manager

Cloudbeds

. Lead, coach, and develop a specialized team of Customer Recovery Coaches through regular 1:1s, risk portfolio reviews, performance management, hiring, onboarding, and upskilling .

Posted 11/3/2026full-timeRemote • United StatesMid-LevelSenior💰 $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer recovery and retention strategies, leveraging AI-driven tooling and automation to enhance operational efficiency. Proven ability to lead and develop teams while driving cross-functional collaboration to resolve customer issues and improve processes.

Highest-signal resume keywords

Customer Success ManagementPeople ManagementAI Tooling ImplementationSalesforce CRM ProficiencyB2B SaaS Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer RecoveryRetention StrategiesRisk Portfolio ManagementPerformance ManagementProcess DocumentationHigh-Impact Problem SolvingOperational Blocker EliminationExecutive Escalation ManagementCross-Functional CollaborationCustomer Retention Workflows

Soft Skills

Emotional IntelligenceTrust BuildingExecutive-Level De-EscalationAttention to DetailAlignment Driving

Tools & Technologies

SalesforceZendeskAI-Driven ToolingRisk-Analytics Tooling

Industry Keywords

B2B SaaSCustomer SuccessPost-Sales OperationsHospitality ManagementMulti-Property Management

About the role

Key responsibilities & impact

Lead, coach, and develop a specialized team of Customer Recovery Coaches through regular 1:1s, risk portfolio reviews, performance management, hiring, onboarding, and upskilling
Set the operating rhythm for customer recovery, including 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 executive escalation owner
Mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore customer trust
Triage high-impact queues of at-risk customers and drive proactive rescue, structured save motions, and Rapid Wins
Execute the “Recovery Becomes Prevention” feedback loop and turn root-cause insights into product and process improvements
Partner with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points
Work with CS Ops to implement AI-driven tooling, automated risk detection, and clean Salesforce CRM reporting

Requirements

What you’ll need

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)
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
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
Deep experience managing customer recovery or retention motions across SMB, mid-market, enterprise, or multi-property hospitality clients
Fluency in Spanish and English
Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling
Currently authorized to work in the location where the position is located without requiring visa sponsorship

Benefits

Comp & perks

Remote First, Remote Always
PTO in accordance with local labor requirements
Fully Paid Parental Leave
Home office stipend based on country of residency
Professional development courses in Cloudbeds University
Access to professional development, including manager training, upskilling, and knowledge transfer