Remote Customer Recovery Manager | Retention & Fire-Team

United States Digital Space LLC; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote First

PTO (local labor)

Fully Paid Parental Leave

Home office stipend

Professional development

Company University access

Job summary

United States Digital Space LLC is seeking a Manager of Customer Recovery to lead a high-performing team of Recovery Coaches. You will own the retention engine, drive proactive rescue motions, and work across Product, Engineering, Support, and Sales to restore trust and reduce churn.

This role emphasizes AI-driven tooling, CRM hygiene, and data feedback loops to prevent issues and improve customer outcomes.

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS
• Direct people management experience
• Experience with hotel or hospitality tech is a plus
• Strong problem-solving and executive communication skills

Responsibilities

• Lead, coach, and develop a team of Customer Recovery Coaches
• Set operating rhythm for risk triage, Fire-Team activations, and retention forecasts
• Oversee the Fire-Team motion with cross-functional stakeholder alignment
• Triage high-impact queues and drive proactive rescue motions
• Drive the Recovery Becomes Prevention feedback loop for product/process improvements
• Collaborate with Product, Engineering, Onboarding, and Support leadership to remove blockers
• Implement AI-driven tooling and clean CRM reporting with CS Ops

Skills

People management

Leadership

Customer Success

AI tooling

CRM hygiene

Cross-functional collaboration

Executive de-escalation

Tools

Salesforce

Zendesk

Job description

United States Digital Space LLC is seeking a Manager of Customer Recovery to lead a high-performing team of Recovery Coaches. You will own the retention engine, drive proactive rescue motions, and work across Product, Engineering, Support, and Sales to restore trust and reduce churn.

This role emphasizes AI-driven tooling, CRM hygiene, and data feedback loops to prevent issues and improve customer outcomes.