Customer Recovery Team - Manager

• 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

• • Deep experience managing customer recovery or retention motions across SMB
• or multi-property hospitality clients (management companies
• • Fluency in Spanish and English
• Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time
• Cloudbeds is unable to provide sponsorship for work visas.