Remote Customer Recovery Lead — Retention & AI Rescue

Cloudbeds; Atlanta (GA); À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Remote First, Remote Always

PTO in accordance with local labor 0

Fully Paid Parental Leave

Home office stipend based on country

Professional development through Cloud

Résumé du poste

Cloudbeds is seeking a dynamic Manager, Customer Recovery to lead a specialized team focused on retention, risk mitigation, and product success. You will scale the Intelligent Recovery Motion and oversee cross-functional Fire-Team interventions across mid-market and SMB accounts.

The role requires strong leadership, AI tooling experience, and a track record of turning high-risk accounts into long-term brand advocates.

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.
• Significant direct management experience in hotel or resort operations, with understanding of hotel tech impact.
• Exceptional emotional intelligence and executive-level de-escalation and problem solving.
• Technical aptitude to leverage AI tooling and automation to unlock team capacity, CRM hygiene, and process documentation.
• Proven ability to mobilize cross-functional teams without relying solely on authority.

Responsabilités

• Lead, coach, and develop a specialized team of Customer Recovery Coaches with regular 1:1s and performance reviews.
• Set operating rhythm for the Customer Recovery motion: triage queues, Fire-Team mobilizations, friction resolution, and weekly retention forecasts.
• Oversee and optimize the Fire-Team motion as an executive escalation owner with cross-functional stakeholders.
• Triage high-impact at-risk queues and drive proactive rescue and rapid-wins for operational stabilization.
• Own the Recovery Becomes Prevention feedback loop and translate root-cause insights into product/process improvements.
• Collaborate with Product, Engineering, Onboarding, and Support leadership to remove recurring blockers.
• Champion standardized, AI-driven tooling and CRM reporting improvements with CS Ops.

Connaissances

Customer Success

Team Leadership

People Management

AI tooling

CRM hygiene

Cross-functional collaboration

Executive communication

Outils

Salesforce

Zendesk

Description du poste

Cloudbeds is seeking a dynamic Manager, Customer Recovery to lead a specialized team focused on retention, risk mitigation, and product success. You will scale the Intelligent Recovery Motion and oversee cross-functional Fire-Team interventions across mid-market and SMB accounts.

The role requires strong leadership, AI tooling experience, and a track record of turning high-risk accounts into long-term brand advocates.