Customer Recovery Team Manager
C
CloudbedsHospitality SaaS
Location: Canada; Latin America; United States of AmericaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluency in Spanish and English
- Experience
- 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 or proven lead experience managing high-stakes customer retention workflows
- Required Skills
- People ManagementSalesforceCustomer SuccessZendesk
Requirements
- Have 5+ years of experience in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS.
- Have at least 2 years of direct people management or proven lead experience managing high-stakes customer retention workflows.
- Bring significant direct management experience in hotel or resort operations, such as front office, revenue, or property management.
- Demonstrate understanding of the business impact of hotel technology failures.
- Bring emotional intelligence and proven executive-level de-escalation, trust-building, and high-impact problem-solving capability.
- Have technical aptitude to use AI tooling and automation to unlock team capacity.
- Maintain high attention to detail and strict standards for CRM hygiene, activity logging, and process documentation.
- Demonstrate the ability to align and mobilize internal teams across Product, Support, and Sales without relying solely on direct authority.
- Bonus: Bring experience managing customer recovery or retention motions across SMB, mid-market, enterprise, or multi-property hospitality clients.
- Bonus: Be fluent in Spanish and English.
- Bonus: Have familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling.
Responsibilities
- Lead, coach, and develop Customer Recovery Coaches through regular 1:1s, risk portfolio reviews, performance expectations, hiring, onboarding, and ongoing upskilling.
- Set the operating rhythm for risk queue triage, Fire-Team mobilizations, post-sales friction resolution, executive escalation tracking, and weekly retention forecasts.
- Oversee Fire-Team escalations and mobilize stakeholders across Product, Engineering, Support, and Sales to restore customer trust.
- Guide the team in triaging at-risk customer queues and executing proactive rescue, structured save motions, and Rapid Wins.
- Own the Recovery Becomes Prevention feedback loop, turning cancellation requests and severe-risk root causes into product and process improvements.
- Partner with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction.
- Work with CS Ops to implement AI-driven tooling, automated risk detection, and clean Salesforce CRM reporting.
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