Customer Recovery Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Lead, coach, and develop a specialized team of Customer Recovery Coaches • Run regular 1:1s, risk portfolio reviews, and clear performance expectations • Hire, onboard, and continuously upskill Recovery Coaches • Set the operating rhythm for 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 • Mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore customer trust • Ensure effective triage of high-impact queues of at-risk customers and drive proactive rescue and structured save motions • Guide execution of Rapid Wins prioritizing immediate operational stabilization • Own and execute the “Recovery Becomes Prevention” feedback loop • Transform root-cause insights from cancellation requests and severe risk 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 CRM reporting in Salesforce

🎯 Requirements

• 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 (bonus) • Fluency in Spanish and English (bonus) • Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling (bonus) • Must be currently authorized to work in the location where the position is located without requiring visa sponsorship

🏖️ 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

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