At a Glance
- Tasks: Lead a team to transform customer frustrations into loyalty and drive proactive recovery strategies.
- Company: Join Cloudbeds, a leader in hospitality tech with a remote-first culture.
- Benefits: Enjoy competitive pay, professional development, and a fully remote work environment.
- Other info: Be part of a diverse team passionate about innovation and travel.
- Why this job: Make a real impact in the hospitality industry by innovating customer recovery solutions.
- Qualifications: 5+ years in customer success and proven leadership experience required.
The predicted salary is between 90000 - 110000 $ per year.
At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team.
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.
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.
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.
- Fluency in Spanish and English.
- Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling.
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Customer Recovery Team – Manager in Toronto employer: Cloudbeds
At Cloudbeds, we pride ourselves on being a remote-first employer that fosters a culture of innovation and inclusivity. Our team of over 650 global professionals collaborates to transform the hospitality industry, offering exceptional benefits like monthly wellness Fridays, fully paid parental leave, and extensive professional development opportunities. Join us in a dynamic environment where your contributions directly impact our mission to empower hoteliers worldwide.
