Senior Remote Customer Recovery Manager

Jobicy; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote First

PTO and vacation

Parental Leave

Home office stipend

Professional development

Career growth

Job summary

Cloudbeds is seeking a Manager, Customer Recovery to lead a team of Recovery Coaches and oversee critical recovery operations across mid-market and SMB accounts.

You will scale the Intelligent Recovery Motion, drive proactive retention strategies, and partner with Product and Engineering to remove blockers and improve the customer experience. This role requires strong leadership, 5+ years in CS, and a focus on data-driven outcomes.

Qualifications

• 5+ years in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS.
• At least 2 years of direct people management in retention workflows.
• Experience in hotel or resort operations is highly valued.
• Strong emotional intelligence and executive de-escalation skills.
• Ability to leverage AI tooling to improve team capacity and CRM hygiene.

Responsibilities

• Lead a team of Customer Recovery Coaches, conducting regular 1:1s and portfolio reviews.
• Set operating rhythm for recovery motion, triage risks, and track retention forecasts.
• Oversee Fire-Team escalations with cross-functional stakeholders to restore trust.
• Drive proactive rescue initiatives and implement Rapid Wins for stabilization.
• Collaborate with Product, Engineering, Support, and Sales leadership.

Skills

Customer Success

Retention

Leadership

AI tooling

CRM hygiene

Tools

Salesforce

Zendesk

CS analytics

Job description

Cloudbeds is seeking a Manager, Customer Recovery to lead a team of Recovery Coaches and oversee critical recovery operations across mid-market and SMB accounts.

You will scale the Intelligent Recovery Motion, drive proactive retention strategies, and partner with Product and Engineering to remove blockers and improve the customer experience. This role requires strong leadership, 5+ years in CS, and a focus on data-driven outcomes.