Cloudbeds powers the world’s most ambitious hotels. 2021-2026 Best Hospitality Management Software, Top Channel Manager, Top PMS, and more. Backed by SoftBank VF.
About the role
As Manager, Customer Recovery, you own the retention engine and critical recovery motions that turn high-risk accounts into long-term brand advocates. You lead a specialized team of Customer Recovery Coaches who sit at the vital intersection of customer retention, risk mitigation, and product success. You will scale our Intelligent Recovery Motion and oversee the Fire-Team concept, a cross-functional, executive-level intervention designed to deliver decisive issue resolution during critical retention moments. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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 Recovery Coaches
- 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 stabilization
- 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
More about this role
At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.
As Manager, Customer Recovery, you own the retention engine and critical recovery motions that turn high-risk accounts into long-term brand advocates. You lead a specialized team of Customer Recovery Coaches who sit at the vital intersection of customer retention, risk mitigation, and product success. You will scale our Intelligent Recovery Motion and oversee the Fire-Team concept, a cross-functional,...
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