Remote Customer Recovery Team Leader

Third-Party Job Posts; United States; Remote; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Remote-first culture

PTO (paid time off)

Paid parental leave

Home office stipend

Professional development

Job summary

Cloudbeds is seeking a Manager, Customer Recovery to lead a specialized team of Recovery Coaches. You will own the retention engine, drive proactive rescue motions, and oversee the Fire-Team escalation process across mid‑market and SMB accounts.

You’ll partner with Product, Engineering, Support, and Sales to restore trust and reduce churn, while leveraging AI tooling to raise team capacity. You have 5+ years in Customer Success or related fields, 2+ years in people leadership, and experience in

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales in B2B SaaS.
• 2+ years of direct people management or lead experience.
• Experience in hotel or resort operations.
• Strong emotional intelligence and problem-solving skills.
• Technical aptitude to leverage AI tooling and automation.

Responsibilities

• Lead and develop a team of Customer Recovery Coaches.
• Set operating rhythm for risk triage, Fire‑Team mobilizations, and post-sales friction resolution.
• Oversee Fire‑Team as escalation owner with cross-functional stakeholders.
• Ensure triage of high‑impact at‑risk accounts and drive proactive rescue motions.
• Collaborate with Product, Engineering, Onboarding, and Support leadership to remove blockers.

Skills

Leadership

People management

Cross-functional collaboration

Data-driven decisions

AI tooling

Executive de-escalation

Tools

Salesforce

Zendesk

CS risk analytics tooling

Job description

Cloudbeds is seeking a Manager, Customer Recovery to lead a specialized team of Recovery Coaches. You will own the retention engine, drive proactive rescue motions, and oversee the Fire-Team escalation process across mid‑market and SMB accounts.

You’ll partner with Product, Engineering, Support, and Sales to restore trust and reduce churn, while leveraging AI tooling to raise team capacity. You have 5+ years in Customer Success or related fields, 2+ years in people leadership, and experience in