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Cloudbeds
Customer Recovery Team Manager
Remote · LATAM, Canada, USA · Full time · Senior level
About the role
Lead a specialized team to retain high-risk accounts and transform customer frustration into loyalty. Oversee recovery operations and scale proactive rescue motions using data and AI tools.
What you’ll do
• Lead and develop Customer Recovery Coaches. • Manage risk queue triage and executive escalations. • Optimize cross-functional Fire-Team interventions. • Drive proactive rescue and retention forecasts. • Partner with Product and Support to reduce friction.
What you’ll bring
• 5+ years in Customer Success or Retention in B2B SaaS. • 2+ years managing customer retention teams. • Experience in hotel or resort operations management. • Strong emotional intelligence and executive de-escalation skills. • Technical aptitude with AI tooling and CRM hygiene.
Life at Cloudbeds
Remote-first culture with PTO, paid parental leave, home office stipend, and professional development. Inclusive and diverse global team.
About Cloudbeds
Cloudbeds provides a unified hospitality platform powering hotels in 150 countries, integrating AI to transform hotel operations and commercial strategy.