Customer Recovery Manager

About the role

As the Manager of Customer Recovery you own the retention engine that turns high‑risk hotel accounts into long‑term advocates. You lead a specialized team of Customer Recovery Coaches and oversee critical recovery motions across mid‑market and SMB accounts in a fully remote, AI‑driven environment.

Key responsibilities

• Lead, coach, and develop a team of Customer Recovery Coaches, including hiring, onboarding and performance management.
• Set and run the operating rhythm for the Customer Recovery motion, covering risk queue triage, Fire‑Team mobilizations and weekly retention forecasts.
• Oversee the Fire‑Team executive escalation process, coordinating Product, Engineering, Support and Sales to resolve critical issues.
• Drive the “Recovery becomes Prevention” feedback loop, turning cancellation requests into product and process improvements.

Required profile

• 5+ years experience in Customer Success, Retention or CS Ops in B2B SaaS.
• At least 2 years of direct people management of high‑stakes retention workflows.
• Significant experience in hotel or resort operations with deep understanding of hotel technology impact.
• Strong emotional intelligence and proven executive‑level de‑escalation skills.

Required skills

• Salesforce
• Zendesk
• AI‑driven tooling and automation

What we offer

• Remote‑first work environment.
• PTO in accordance with local labor requirements.
• Fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses via Cloudbeds University.