[Hiring] Customer Recovery Team - Manager @Cloudbeds

Role Description

As Manager, Customer Recovery, you own the retention engine and critical recovery motions that turn high-risk accounts into long-term brand advocates. You lead a specialized team of Customer Recovery Coaches who sit at the vital intersection of customer retention, risk mitigation, and product success. You will scale our Intelligent Recovery Motion and oversee the Fire-Team concept, a cross-functional, executive-level intervention designed to deliver decisive issue resolution during critical retention moments. Your job is to turn reactive support into proactive rescue operations, using data and systemic feedback loops to ensure Cloudbeds remains central to our customers' business success. This is a player-coach role, leading a high-performing team of Customer Recovery Coaches while overseeing critical recovery operations across mid-market and SMB accounts.

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 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 to unlock team capacity
• Proven ability to drive alignment and mobilize internal teams across Product, Support, and Sales without relying solely on direct authority

Requirements

• Lead, coach, and develop a specialized team of Customer Recovery Coaches, running regular 1:1s, risk portfolio reviews, and clear performance expectations
• Set the operating rhythm for the Customer Recovery motion: 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 an executive escalation owner
• Ensure the team effectively triages high-impact queues of at-risk customers
• Own and execute the "Recovery Becomes Prevention" feedback loop
• Partner closely with Product, Engineering, Onboarding, and Customer Support leadership
• Champion "Standardize the repeatable, personalize the meaningful" by working with CS Ops

Benefits

• 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