Remote Customer Recovery Manager: Retention & Rescue

Cloudbeds; Dallas (TX); Remote; USD 130,000 - 190,000; Full time

Benefits offered by this job

Remote first

PTO

Fully paid parental leave

Home office stipend

Professional development

Job summary

Cloudbeds seeks a Manager, Customer Recovery to lead a team of Recovery Coaches, owning retention motions for mid-market and SMB accounts. You will scale the Intelligent Recovery Motion and oversee the Fire-Team, coordinating with Product, Engineering, Support, and Sales to restore trust.

This player-coach role requires 5+ years in Customer Success or post-sales operations and 2+ years of people management.

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS.
• At least 2 years of direct people management or leading retention workflows.
• Experience in hotel or hospitality tech is a plus.
• Excellent executive-level communication and problem-solving skills.

Responsibilities

• Lead and develop a team of Customer Recovery Coaches with regular 1:1s and performance reviews.
• Set operating rhythms for risk triage, Fire-Team mobilizations, and post-sales friction resolutions.
• Coordinate with Product, Engineering, Support, and Sales to restore trust across accounts.
• Drive proactive rescue motions and structured save initiatives to prevent churn.
• Transform root-cause insights into actionable product/process improvements.

Skills

People management

Customer success

Leadership

Data-driven

CRM hygiene

Tools

Salesforce

Zendesk

Job description

Cloudbeds seeks a Manager, Customer Recovery to lead a team of Recovery Coaches, owning retention motions for mid-market and SMB accounts. You will scale the Intelligent Recovery Motion and oversee the Fire-Team, coordinating with Product, Engineering, Support, and Sales to restore trust.

This player-coach role requires 5+ years in Customer Success or post-sales operations and 2+ years of people management.