Remote Customer Recovery Manager – AI-Driven Retention

Cloudbeds; United States; Remote; MXN 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Remote First

PTO

Fully Paid Parental Leave

Home office stipend

Job summary

Cloudbeds is seeking a Manager of Customer Recovery to lead a team of Recovery Coaches focused on preventing churn and restoring at-risk accounts. You will leverage data, cross-functional partners, and AI-driven tooling to scale the Intelligent Recovery Motion and oversee executive-level interventions across mid-market and SMB clients.

The role emphasizes hands-on leadership, proactive problem solving, and a strong CRM discipline to deliver measurable improvements in customer retention and

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales in B2B SaaS.
• At least 2 years of direct people management or leading retention workflows.
• Experience in hotel or resort operations preferred; impact of tech on business understood.

Responsibilities

• Lead, coach, and develop a team of Recovery Coaches; conduct regular 1:1s and performance reviews.
• Set operating rhythm for risk triage, Fire-Team mobilizations, and weekly retention forecasts.
• Coordinate cross-functional escalation with Product, Engineering, Support, and Sales to restore trust.
• Drive proactive rescue and structured save motions; ensure CRM hygiene and logging.
• Implement feedback loops to convert cancellations into prevention signals for product/process improvements.
• Collaborate with leadership to remove blockers and friction points for customers and teams.
• Partner with CS Ops to deploy AI-driven tooling and automated risk detection.

Skills

Customer Success

Team Leadership

CRM hygiene

AI tooling

Executive communication

Data analytics

Cross-functional collaboration

Tools

Salesforce

Zendesk

CS risk analytics tools

Job description

Cloudbeds is seeking a Manager of Customer Recovery to lead a team of Recovery Coaches focused on preventing churn and restoring at-risk accounts. You will leverage data, cross-functional partners, and AI-driven tooling to scale the Intelligent Recovery Motion and oversee executive-level interventions across mid-market and SMB clients.

The role emphasizes hands-on leadership, proactive problem solving, and a strong CRM discipline to deliver measurable improvements in customer retention and