Elevate customer retention as the Manager of Customer Recovery at Cloudbeds. Lead a agile team focused on transforming high-risk accounts into loyal advocates for our creative hospitality solutions. In this pivotal player-coach role, you will manage a specialized team of Recovery Coaches dedicated to enhancing customer relationships within the hospitality sector. You will design and implement processes that proactively address account risks while promoting operational effectiveness. Your experience in Customer Success and direct people management will be instrumental in reshaping how Cloudbeds supports its clients during critical retention moments. Key Responsibilities:
Lead and coach a specialized team of Customer Recovery Coaches
Set operating rhythms for recovery motions and triage processes
Optimize Fire-Team interventions for prompt issue resolution
Analyze and act on customer feedback loops to prevent churn
Collaborate with cross-functional teams to eliminate operational blockers
Requirements:
5+ years in Customer Success or Post-Sales Operations in B2B SaaS
Minimum 2 years of direct people management experience
Proven expertise in hotel or resort operations
Solid executive-level problem-solving skills
Technical proficiency with AI tools and CRM systems
Shape the future of customer success at Cloudbeds, leading a team committed to customer loyalty and operational excellence. #J-18808-Ljbffr