Customer Recovery Team - Manager

How You'll Make an Impact:

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. As a leader, you understand that technology should handle administrative drag so your team can focus on customer connection and meaningful interactions. 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.

Our Customer Recovery Team:

Our Customer Recovery Team is dedicated to rescuing at-risk accounts and transforming customer frustration into long-term loyalty. Serving as trusted internal consultants and single points of contact for customers at critical moments in the Customer Journey, Recovery Coaches mobilize cross-functional response teams to swiftly eliminate customer friction. This is a team of problem-solvers - regardless of what led the customer to the Recovery team, they always focus on a few key goals: prevent churn, take unhappy customers and get them back on track, and identify key customer experience friction points to drive continuous improvement across the organization.

What You Bring to the Team:

• Lead, coach, and develop a specialized team of Customer Recovery Coaches, running regular 1:1s, risk portfolio reviews, and clear performance expectations, while hiring, onboarding, and continuously upskilling new Recovery Coaches.

• 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, helping coaches mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore trust.

• Ensure the team effectively triages high-impact queues of at-risk customers, driving proactive rescue and structured save motions, and guide the team in executing Rapid Wins that prioritize immediate operational stabilization.

• Own and execute the "Recovery Becomes Prevention" feedback loop, treating cancellation requests and severe risk as systemic failures and transforming root-cause insights into actionable product and process improvements.

• Partner closely with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points that deplete customers and internal teams.

• Champion "Standardize the repeatable, personalize the meaningful" by working with CS Ops to implement AI-driven tooling, automated risk detection, and clean CRM reporting in Salesforce.

What Sets You Up for Success:

• 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), with a deep understanding of the real business impact when hotel technology fails.

• 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, with 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.

Bonus Skills to Stand Out:

• Deep experience managing customer recovery or retention motions across SMB, mid-market, enterprise, or multi-property hospitality clients (management companies, branded clusters, or franchise models).

• Fluency in Spanish and English.

• Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling.