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Cloudbeds

Customer Recovery Team - Manager

Who can apply: US-based role. The employer has not said which states are eligible — confirm before applying.
Location as listed by the employer: “Canada; Latin America; United States of America; North America”
Apply on Cloudbeds's site ↗

Opens the employer's official application page.

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About this role

Cloudbeds is hiring for a Customer Recovery Team - Manager role. See the official posting for full details.

Requirements

  • Lead, coach, and develop a specialized team of Customer Recovery Coaches, running regular 1:1s, risk portfolio reviews, and clear performance expectations, while hiring, onboarding, and continuously upskilling new Recov…
  • Set the operating rhythm for the Customer Recovery motion: risk queue triage, Fire-Team mobilizations, post-sales friction resolution, executive escalation tracking, and weekly retention forecasts.
  • Oversee and optimize the Fire-Team motion as an executive escalation owner, helping coaches mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore trust.
  • Ensure the team effectively triages high-impact queues of at-risk customers, driving proactive rescue and structured save motions, and guide the team in executing Rapid Wins that prioritize immediate operational stabili…
  • Own and execute the "Recovery Becomes Prevention" feedback loop, treating cancellation requests and severe risk as systemic failures and transforming root-cause insights into actionable product and process improvements.
  • Partner closely with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points that deplete customers and internal teams.
  • Champion "Standardize the repeatable, personalize the meaningful" by working with CS Ops to implement AI-driven tooling, automated risk detection, and clean CRM reporting in Salesforce.
  • Deep experience managing customer recovery or retention motions across SMB, mid-market, enterprise, or multi-property hospitality clients (management companies, branded clusters, or franchise models).

Summarized from the employer's posting — check the full posting for every requirement.