Canada; Latin America; United States of America•Latin America•North America
Remote
Senior
Full Time
remoteB2B SaaScustomer successmanagementhospitalityAI tooling
Requirements
- •5+ years of experience in Customer Success, Retention, CS Ops, or Post-Sales Operations in B2B SaaS
- •At least 2 years of direct people management or proven lead experience managing high-stakes customer retention workflows
- •Significant direct management experience in hotel or resort operations (front office, revenue, or property management)
- •Exceptional emotional intelligence and capability in executive-level de-escalation, trust building, and high-impact problem solving
- •Technical aptitude to leverage AI tooling and automation
- •High attention to detail and strict standards for CRM hygiene, activity logging, and process documentation
- •Proven ability to drive alignment and mobilize internal teams across Product, Support, and Sales without relying solely on direct authority
What You'll Do
- •Lead, coach, and develop a specialized team of Customer Recovery Coaches
- •Run regular 1:1s, risk portfolio reviews, and set clear performance expectations
- •Hire, onboard, and continuously upskill new Recovery Coaches
- •Set the operating rhythm for the Customer Recovery motion including 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
- •Mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore trust
- •Ensure effective triage of high-impact queues of at-risk customers
- •Drive proactive rescue and structured save motions
- •Guide the team in executing Rapid Wins for immediate operational stabilization
- •Own and execute the 'Recovery Becomes Prevention' feedback loop
- •Transform root-cause insights into actionable product and process improvements
- •Partner with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points
- •Implement AI-driven tooling, automated risk detection, and clean CRM reporting in Salesforce
Nice to Have
- •Deep experience managing customer recovery or retention motions across SMB, mid-market, enterprise, or multi-property hospitality clients
- •Fluency in Spanish and English
- •Familiarity with Salesforce, Zendesk, or advanced CS risk-analytics tooling
Benefits
- •Remote First, Remote Always
- •PTO in accordance with local labor requirements
- •Fully Paid Parental Leave
- •Home office stipend based on country of residency
- •Professional development courses in Cloudbeds University
- •Access to professional development including manager training, upskilling, and knowledge transfer
About Cloudbeds
Cloudbeds’ hospitality management platform enables hotels to grow revenue, streamline operations, and deliver memorable guest experiences.
San Diego, CA, US
500 - 1000
Hospitality