Head of Customer Recovery & Retention

Cloudbeds; Denver (CO); Remote; USD 130,000 - 170,000; Full time

Benefits offered by this job

Remote First

PTO

Fully Paid Parental Leave

Home office stipend

Cloudbeds University

Job summary

Cloudbeds is seeking a Manager, Customer Recovery to lead a specialized team focused on retaining at-risk accounts and transforming frustration into loyalty. You will orchestrate the Fire-Team, drive proactive rescue operations, and work cross-functionally with Product, Engineering, Support, and Sales to restore trust and prevent churn.

This remote role centers on mid-market and SMB recovery motions. You bring 5+ years in Customer Success and 2+ years of people leadership, with demonstrated

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.
• Significant direct management experience in hotel or resort operations.
• Exceptional emotional intelligence and high-impact problem solving.
• Technical aptitude to leverage AI tooling and automation for CRM hygiene and reporting.

Responsibilities

• Lead, coach, 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 Fire-Team as executive escalation owner across Product, Engineering, Support, and Sales.
• Triage high-impact queues, drive proactive rescue, and execute rapid wins for stabilization.
• Transform root-cause insights into product and process improvements with CRM hygiene.
• Collaborate with Product, Engineering, Onboarding, and Support leadership to remove blockers.

Skills

People management

Customer Success

Risk management

Data-driven decisions

AI tooling

CRM hygiene

Cross-functional collaboration

Executive escalation

Tools

Salesforce

Zendesk

CS analytics tools

Job description

Cloudbeds is seeking a Manager, Customer Recovery to lead a specialized team focused on retaining at-risk accounts and transforming frustration into loyalty. You will orchestrate the Fire-Team, drive proactive rescue operations, and work cross-functionally with Product, Engineering, Support, and Sales to restore trust and prevent churn.

This remote role centers on mid-market and SMB recovery motions. You bring 5+ years in Customer Success and 2+ years of people leadership, with demonstrated