Remote Leader, Customer Recovery & Retention

Cloudbeds; Vancouver; Remote; CAD 110.000 - 170.000; Vollzeit

Benefits dieser Stelle

Remote First

PTO in accordance with local labor

Fully Paid Parental Leave

Home office stipend

Professional development courses

Knowledge transfer opportunities

Zusammenfassung

Cloudbeds, a global hospitality software company, is seeking a Manager, Customer Recovery to lead a team of Recovery Coaches responsible for retaining mid-market and SMB customers. You will drive AI-powered recovery motions, coordinate across Product, Engineering, Support, and Sales, and escalate issues to restore customer trust.

The role demands 5+ years in Customer Success or post-sales roles, plus proven people leadership and a track record of reducing churn in SaaS enterprises.

Qualifikationen

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS.
• At least 2 years of direct people management or leadership of retention workflows.
• Significant experience in hotel or resort operations (front office, revenue, or property management).
• Strong executive-level de-escalation, trust-building, and problem-solving abilities.
• Ability to leverage AI tooling and automation to enhance team capacity and CRM hygiene.

Aufgaben

• Lead and develop a specialized team of Customer Recovery Coaches.
• Set operating rhythm for risk queue triage, Fire-Team mobilizations, and weekly retention forecasts.
• Oversee Fire-Team motion and coordinate with Product, Engineering, Support, and Sales.
• Drive proactive rescue motions and structured save initiatives for at-risk customers.
• Transform cancellation and risk signals into actionable product and process improvements.
• Collaborate with Product, Onboarding, and CS leadership to remove operational blockers.

Kenntnisse

Customer Recovery

People Management

Executive-level De-escalation

AI tooling

CRM hygiene

Cross-Functional Leadership

Salesforce

Zendesk

Tools

Salesforce

Zendesk

Jobbeschreibung

Cloudbeds, a global hospitality software company, is seeking a Manager, Customer Recovery to lead a team of Recovery Coaches responsible for retaining mid-market and SMB customers. You will drive AI-powered recovery motions, coordinate across Product, Engineering, Support, and Sales, and escalate issues to restore customer trust.

The role demands 5+ years in Customer Success or post-sales roles, plus proven people leadership and a track record of reducing churn in SaaS enterprises.