Remote Customer Recovery Manager | Retention & Rescue

Cloudbeds; Miami (FL); A distancia; USD 115.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote First

PTO (paid time off)

Fully Paid Parental Leave

Home office stipend

Descripción de la vacante

Cloudbeds is seeking a Manager, Customer Recovery to lead a high-performing team of Recovery Coaches. You will manage risk portfolios, triage urgent retention scenarios, and drive proactive rescue motions while aligning with Product, Engineering, Support, and Sales.

Ideal candidates bring 5+ years in CS/Retention in B2B SaaS, with experience coaching teams and optimizing CRM hygiene; Spanish fluency is a plus. This is a remote-first role with a global impact.

Formación

• 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.

Responsabilidades

• Lead, coach, and develop a team of Customer Recovery Coaches; conduct regular 1:1s and performance reviews.
• Set operating rhythm for risk queue triage, Fire-Team mobilizations, and retention forecasts.
• Oversee Fire-Team as executive escalation owner liaising with Product, Engineering, Support, and Sales.

Conocimientos

Team Leadership

Customer Recovery

Risk Mitigation

Data-driven decision making

CRM hygiene

Herramientas

Salesforce

Zendesk

Descripción del empleo

Cloudbeds is seeking a Manager, Customer Recovery to lead a high-performing team of Recovery Coaches. You will manage risk portfolios, triage urgent retention scenarios, and drive proactive rescue motions while aligning with Product, Engineering, Support, and Sales.

Ideal candidates bring 5+ years in CS/Retention in B2B SaaS, with experience coaching teams and optimizing CRM hygiene; Spanish fluency is a plus. This is a remote-first role with a global impact.