Remote Customer Retention & Recovery Manager

Third-Party Job Posts; Argentina; Remote; ARS 137,091,000 - 198,020,000; Full time

Benefits offered by this job

Remote first culture

Home office stipend

Fully paid parental leave

Professional development

Job summary

Cloudbeds seeks a Manager of Customer Recovery to lead a high-performing team focused on rescuing at-risk accounts and preventing churn. You’ll own recovery motions, coordinate cross-functionally, and scale AI-driven tooling for proactive customer retention.

The role emphasizes leadership, strategic risk management, and partnerships with Product, Engineering, Support, and Sales to restore trust and enhance customer success across SMB and mid-market hotel clients.

Qualifications

• 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 lead experience in retention workflows.
• Experience in hotel or resort operations is a strong plus.
• Strong emotional intelligence and de-escalation skills.
• Ability to leverage AI tooling and automation to improve efficiency.

Responsibilities

• Lead a team of Customer Recovery Coaches and drive regular 1:1s and performance expectations.
• Set operating rhythm for risk queue triage, Fire-Team mobilizations, and retention forecasts.
• Coordinate with Product, Engineering, Support, and Sales to resolve critical issues and restore trust.
• Triage high-impact queues of at-risk customers and execute proactive rescue motions.
• Drive root-cause analysis to convert insights into product/process improvements.
• Collaborate with leadership to remove operational blockers and friction points.

Skills

Customer Success

Retention

CS Ops

Post-Sales Operations

Executive de-escalation

AI tooling

CRM hygiene

Tools

Salesforce

Zendesk

CS risk analytics tooling

Job description

Cloudbeds seeks a Manager of Customer Recovery to lead a high-performing team focused on rescuing at-risk accounts and preventing churn. You’ll own recovery motions, coordinate cross-functionally, and scale AI-driven tooling for proactive customer retention.

The role emphasizes leadership, strategic risk management, and partnerships with Product, Engineering, Support, and Sales to restore trust and enhance customer success across SMB and mid-market hotel clients.