Infection Prevention and Control Manager overseeing infection - risk controls for Clark Builders’ healthcare construction projects. Coordinating ICRAs, containment, inspections, training, and site compliance.
About the role
- Customer Recovery Manager leading retention and rescue operations for at-risk hotel accounts. Managing recovery coaches and cross-functional interventions at Cloudbeds, a global hospitality software company.
Responsibilities
- Lead, coach, and develop a specialized team of Customer Recovery Coaches through regular 1:1s, risk portfolio reviews, performance expectations, hiring, onboarding, and upskilling
- Set the operating rhythm for 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 customer trust
- Ensure effective triage of high-impact at-risk customer queues and guide proactive rescue, structured save motions, and Rapid Wins
- Own and execute the “Recovery Becomes Prevention” feedback loop, converting root-cause insights into product and process improvements
- Partner with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points
- Work with CS Ops to implement AI-driven tooling, automated risk detection, and clean CRM reporting in Salesforce
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 proven 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
- 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
- Must be currently authorized to work in the location where the position is located without requiring visa sponsorship
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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