Customer Recovery Team - Manager
Core
Lead a specialized team of Customer Recovery Coaches to prevent churn and rescue at-risk B2B SaaS accounts in the hospitality industry.
Role type
Senior Manager, Customer Recovery & Retention
Builds
Long-term brand advocacy and operational stability for hotelier clients
Domain
B2B SaaS / Hospitality Technology
Required skills
B2B SaaS customer success, team leadership, hotel operations management, executive de-escalation, cross-functional stakeholder mobilization, data-driven retention strategy, CRM hygiene, AI tooling adoption
Preferred skills
SMB/mid-market hospitality client management, Spanish fluency, Salesforce/Zendesk expertise, advanced CS risk-analytics tooling
Responsibilities
Lead, coach, and develop a team of Customer Recovery Coaches; set operating rhythm for risk triage and retention forecasts; oversee Fire-Team executive escalations; triage high-impact at-risk customer queues; execute feedback loops to transform cancellations into product improvements; partner with Product, Engineering, and Sales to eliminate operational blockers
Seniority
Senior, hands-on IC with people management
