Customer Recovery Team Manager

About the role

The Customer Recovery Team Manager owns the retention engine and critical recovery motions to turn high-risk accounts into long-term brand advocates. This player-coach role involves leading a team of Customer Recovery Coaches while overseeing cross-functional interventions to resolve critical retention moments. You will use data and systemic feedback loops to ensure Cloudbeds remains central to customer success.

Responsibilities

• Lead, coach, and develop a specialized team of Customer Recovery Coaches through regular 1:1s and performance reviews.
• Set the operating rhythm for the Customer Recovery motion, including risk queue triage and executive escalation tracking.
• Oversee and optimize the Fire-Team motion to mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales.
• Guide the team in executing Rapid Wins that prioritize immediate operational stabilization for at-risk customers.
• Execute the Recovery Becomes Prevention feedback loop to transform root-cause insights into product and process improvements.
• Partner with leadership across departments to eliminate recurring operational blockers and friction points.

Required skills

• Customer Success
• Retention
• CS Ops
• B2B SaaS
• People management
• Hotel operations
• De-escalation
• Problem solving
• AI tooling
• CRM hygiene
• Salesforce

Nice to have

• Spanish
• Zendesk
• Risk-analytics

Qualifications

• 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
• Significant direct management experience in hotel or resort operations

Benefits

• Remote First work environment
• PTO
• Fully Paid Parental Leave
• Home office stipend
• Professional development courses
• Manager training

About the Company

Cloudbeds transforms hospitality with a platform that powers hotels across 150 countries. Recognized for excellence in hotel management software, the company operates with a completely remote team of over 650 members across 40+ countries.