Head of Customer Recovery & Retention - Remote

Cloudbeds; Nashville (TN); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote First

PTO

Fully Paid Parental Leave

Home office stipend

Professional development

Accommodations for disabilities

Job summary

Cloudbeds is a remote-first company redefining hospitality software with a global footprint. We seek a Manager, Customer Recovery to lead a team of Recovery Coaches, scale intelligent recovery motions, and own critical retention interventions across mid-market and SMB accounts.

You will drive proactive rescue efforts, leverage data feedback loops, and partner with Product, Engineering, Onboarding, and Support leadership to remove blockers and improve customer outcomes.

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.
• Significant direct management experience in hotel or resort operations.
• Exceptional emotional intelligence and de-escalation skills.
• Technical aptitude to leverage AI tooling and CRM hygiene.
• Proven ability to mobilize internal teams across Product, Support, and Sales.

Responsibilities

• Lead, coach, and develop a specialized team of Customer Recovery Coaches.
• Set the operating rhythm for risk queue triage, Fire-Team mobilizations, and weekly retention forecasts.
• Oversee and optimize the Fire-Team motion as an executive escalation owner.
• Triage high-impact queues of at-risk customers and drive proactive rescue motions.
• Transform root-cause insights into product and process improvements.

Skills

Customer Success

People Management

AI tooling

CRM hygiene

Cross-functional collaboration

Tools

Salesforce

Zendesk

CS risk analytics tooling

Job description

Cloudbeds is a remote-first company redefining hospitality software with a global footprint. We seek a Manager, Customer Recovery to lead a team of Recovery Coaches, scale intelligent recovery motions, and own critical retention interventions across mid-market and SMB accounts.

You will drive proactive rescue efforts, leverage data feedback loops, and partner with Product, Engineering, Onboarding, and Support leadership to remove blockers and improve customer outcomes.