Customer Recovery Team - Manager
Role Overview
The Manager, Customer Recovery owns retention and recovery operations and leads Customer Recovery Coaches serving mid-market and SMB accounts.
This is a player-coach role focused on converting at-risk customers into long-term customers and using systemic feedback to improve customer experience.
Key Skills for This Role
Full Job Posting
About Cloudbeds
Cloudbeds provides a hospitality software platform used by hotels in more than 150 countries.
The company describes its team as remote and identifies Canada as an eligible RemoteFirst work location, subject to company policies.
Role overview
The Manager, Customer Recovery owns retention and recovery operations and leads Customer Recovery Coaches serving mid-market and SMB accounts.
This is a player-coach role focused on converting at-risk customers into long-term customers and using systemic feedback to improve customer experience.
Responsibilities
- Lead and develop Customer Recovery Coaches through coaching, reviews, hiring, onboarding, and upskilling.
- Run risk triage, Fire-Team mobilizations, post-sales friction resolution, executive escalation tracking, and retention forecasts.
- Own executive escalations and coordinate Product, Engineering, Support, and Sales stakeholders.
- Guide proactive at-risk account recovery, structured save motions, and rapid operational stabilization.
- Turn cancellation requests and severe risk into root-cause insights and product or process improvements.
- Partner with Product, Engineering, Onboarding, and Support to eliminate recurring blockers.
- Work with CS Ops on AI tools, automated risk detection, and Salesforce reporting.
Qualifications
- At least 5 years in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS.
- At least 2 years of direct people management or proven leadership of high-stakes retention workflows.
- Significant direct management experience in hotel or resort operations, including front office, revenue, or property management.
- Exceptional emotional intelligence, executive de-escalation, trust-building, and problem-solving.
- Technical aptitude with AI tooling and automation, careful CRM hygiene, activity logging, and process documentation.
- Ability to mobilize Product, Support, and Sales teams without relying only on direct authority.
Bonus skills
- Hospitality customer-recovery experience across SMB, mid-market, enterprise, or multi-property clients is a bonus.
- Spanish and English fluency is a bonus.
- Familiarity with Salesforce, Zendesk, or advanced customer-success risk analytics tools is a bonus.
Workplace and benefits
- Cloudbeds describes itself as RemoteFirst and says eligible employees may work from home in Canada, with flexibility to work and travel under company policies.
- Canada benefits include paid time off, wellness and retirement benefits, health coverage, home-office support, and professional-development opportunities, subject to eligibility and plan terms.
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