Customer Recovery Team Manager

About the role

As Manager, Customer Recovery you own the retention engine, leading a team of Customer Recovery Coaches to turn high‑risk accounts into long‑term advocates. You will scale the Intelligent Recovery Motion and oversee the cross‑functional “Fire‑Team” interventions.

Key responsibilities

• Lead, coach and develop a specialized team of Customer Recovery Coaches, including hiring, onboarding and performance management.
• Set the operating rhythm for recovery motions: risk queue triage, Fire‑Team mobilizations, executive escalation tracking and weekly retention forecasts.
• Own executive escalation “Fire‑Team” 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.
• Partner with Product, Engineering, Onboarding and Support leadership to eliminate recurring operational blockers.

Required profile

• 5+ years experience in Customer Success, Retention, CS Ops or Post‑Sales Operations in B2B SaaS.
• At least 2 years of direct people management experience.
• Significant experience in hotel or resort operations (front office, revenue or property management).
• Exceptional emotional intelligence and proven executive‑level de‑escalation skills.

Required skills

• Salesforce
• Zendesk
• AI‑driven tooling and automation
• CRM reporting and hygiene

What we offer

• Remote‑first, fully remote work model.
• 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.
• Inclusive culture with equal opportunity employment.