Remote Customer Recovery Leader

Coinscapture; Northern (KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Remote First

PTO

Parental leave

Home office stipend

Professional development

Job summary

Cloudbeds is redefining hospitality with a remote-first team. As Manager, Customer Recovery, you own the retention engine, lead a team of Recovery Coaches, and drive proactive rescue motions across mid-market and SMB accounts.

You’ll partner with Product, Engineering, Onboarding, and Support to eliminate blockers, implement AI-driven tooling, and transform root-cause insights into product improvements. This role demands seasoned leadership and a data-driven mindset.

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales in B2B SaaS.
• Direct people management experience.
• Ability to lead cross-functional escalation processes.

Responsibilities

• Lead a team of Customer Recovery Coaches and set operating rhythms.
• Oversee Fire-Team escalations with cross-functional stakeholders.
• Drive proactive retention, reduce churn, and recover at-risk accounts.
• Collaborate with Product, Engineering, Support, and Sales to remove blockers.
• Implement AI-driven tooling and CRM hygiene improvements.

Skills

Customer Success

People Management

Executive Escalation

Cross-functional Collaboration

Tools

Salesforce

Zendesk

Job description

Cloudbeds is redefining hospitality with a remote-first team. As Manager, Customer Recovery, you own the retention engine, lead a team of Recovery Coaches, and drive proactive rescue motions across mid-market and SMB accounts.

You’ll partner with Product, Engineering, Onboarding, and Support to eliminate blockers, implement AI-driven tooling, and transform root-cause insights into product improvements. This role demands seasoned leadership and a data-driven mindset.