Remote Customer Recovery Leader

Cloudbeds; Argentina; Remote; ARS 121,656,000 - 212,899,000; Full time

Benefits offered by this job

Remote First

PTO according to local labor laws

Fully Paid Parental Leave

Home office stipend

Cloudbeds University

Professional development

Manager training & knowledge transfer

Job summary

Cloudbeds is seeking a Manager, Customer Recovery to lead a high-performing team of Customer Recovery Coaches. You will drive retention strategies across mid-market and SMB accounts, coordinating with Product, Engineering, Support, and Sales to resolve critical moments and reduce churn.

In this player-coach role, you will scale our Intelligent Recovery Motion, oversee the Fire-Team, and turn escalation into proactive customer success outcomes in a fully remote, global organization.

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS.
• 2+ years of direct people management or lead experience in retention workflows.
• Experience in hotel or resort operations is a plus.
• Strong emotional intelligence and executive-level de-escalation skills.
• Ability to leverage AI tooling and automation to improve CRM hygiene and reporting.

Responsibilities

• Lead and develop a team of Customer Recovery Coaches with regular 1:1s and performance expectations.
• Set operating rhythm for risk triage, Fire-Team mobilizations, and weekly retention forecasts.
• Oversee the Fire-Team motion and coordinate cross-functional stakeholders to restore trust.
• Triage high-impact at-risk queues and drive proactive rescue and protective saves.
• Transform root-cause insights into product and process improvements.

Skills

Team leadership

Customer Success

Risk mitigation

CRM tooling

Tools

Salesforce

Zendesk

CS risk analytics tooling

Job description

Cloudbeds is seeking a Manager, Customer Recovery to lead a high-performing team of Customer Recovery Coaches. You will drive retention strategies across mid-market and SMB accounts, coordinating with Product, Engineering, Support, and Sales to resolve critical moments and reduce churn.

In this player-coach role, you will scale our Intelligent Recovery Motion, oversee the Fire-Team, and turn escalation into proactive customer success outcomes in a fully remote, global organization.