Customer Recovery Team - Manager

Role overview Lead a customer recovery team responsible for retaining at-risk business accounts and restoring trust when customers face serious problems. This player-coach role combines people management with oversight of escalations, recovery operations, and feedback loops that turn recurring customer issues into improvements across the business.

Responsibilities - Coach and develop recovery specialists through regular one-to-ones, portfolio reviews, clear expectations, hiring, and onboarding. - Set the team’s operating rhythm for risk triage, escalations, issue resolution, and retention forecasts. - Lead executive-level interventions, coordinating teams across product, engineering, support, and sales to resolve critical customer issues. - Guide proactive account recovery and rapid actions that stabilize customer operations. - Turn cancellation requests and severe account risks into root-cause insights and improvements to products and processes. - Work with customer-facing and product leaders to remove recurring blockers, and partner with operations teams on automation, risk detection, and CRM reporting.

Requirements - At least five years of experience in B2B SaaS customer success, retention, customer success operations, or post-sales operations. - At least two years of direct people management experience, or demonstrated leadership of high-stakes retention workflows.

Benefits and work setup - Remote-first work arrangement. - Paid parental leave, paid time off in line with local requirements, and a home-office stipend based on country of residence. - Access to professional development courses, manager training, and skills development.