Remote Head of Customer Recovery & Retention

Cloudbeds; Orlando (FL); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote First, Remote Always

PTO in accordance with local labor req

Fully Paid Parental Leave

Home office stipend based on country

Professional development Cloudbeds U

Manager training, upskilling, and知识

Job summary

Cloudbeds, a remote-first SaaS company powering hospitality worldwide, seeks a Manager, Customer Recovery to lead a team of Recovery Coaches across mid-market and SMB accounts. You’ll scale the Intelligent Recovery Motion and oversee the Fire-Team for rapid, executive-level issue resolution.

You’ll partner with Product, Engineering, Onboarding, and Support leadership to reduce churn, drive proactive retention, and turn cancellations into product improvements while mentoring a high-performing

Qualifications

• 5+ years in CS/Retention/CS Ops in B2B SaaS.
• 2+ years of people management experience.
• Experience in hospitality tech or hotel ops preferred.

Responsibilities

• Lead, coach, and develop a team of Recovery Coaches with regular 1:1s and performance reviews.
• Set operating rhythm for risk triage, Fire-Team mobilizations, and post-sales friction resolution.
• Coordinate with cross-functional leaders to remove blockers and improve retention.
• Drive proactive rescue motions and implement rapid wins for operational stability.
• Transform cancellation data into actionable product and process improvements.

Skills

Customer Success

Leadership

AI tooling

CRM hygiene

Executive communication

Cross-functional collaboration

Tools

Salesforce

Zendesk

Job description

Cloudbeds, a remote-first SaaS company powering hospitality worldwide, seeks a Manager, Customer Recovery to lead a team of Recovery Coaches across mid-market and SMB accounts. You’ll scale the Intelligent Recovery Motion and oversee the Fire-Team for rapid, executive-level issue resolution.

You’ll partner with Product, Engineering, Onboarding, and Support leadership to reduce churn, drive proactive retention, and turn cancellations into product improvements while mentoring a high-performing