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Role Overview:
- Lead a specialized team of Customer Recovery Coaches at Cloudbeds.
- Own retention engines and recovery motions that turn at-risk accounts into loyal advocates.
What You'll Do:
- Oversee risk queue triage, Fire-Team mobilizations, and executive escalation tracking.
- Drive the 'Recovery Becomes Prevention' feedback loop into product and process improvements.
What We're Looking For:
- 5+ years in Customer Success, Retention, or CS Ops in B2B SaaS.
- At least 2 years of direct people management experience in high-stakes retention workflows.
Benefits:
- Remote First, Remote Always culture.
- Fully paid parental leave and home office stipend.
Cloudbeds
Cloudbeds builds a unified hospitality platform that powers hotels across 150 countries, processing billions in bookings annually. With 650+ team members across 40+ countries, the company is remote-first and fosters a culture of innovation, diversity, and inclusion.