Customer Recovery Team - Manager

Role overview Lead a customer recovery function focused on retaining at-risk small and mid-sized business accounts and rebuilding trust when customers face serious issues. This is a player-coach role: you will develop a team of recovery specialists, coordinate executive-level interventions, and turn recurring customer problems into improvements to products and processes.

Responsibilities - Coach, hire, and develop recovery specialists through regular one-to-ones, portfolio reviews, onboarding, and clear performance expectations. - Set the team's operating cadence for risk triage, escalation tracking, cross-functional interventions, and retention forecasting. - Lead urgent recovery efforts, bringing together teams across product, engineering, support, and sales to resolve customer friction. - Guide structured retention plans that stabilize customer operations and address immediate issues. - Analyze cancellation requests and severe account risks to identify root causes and recommend changes to products and internal processes. - Partner with customer-facing and technical leaders to remove recurring blockers; improve risk detection, reporting, and workflow automation.

Requirements - At least five years of experience in customer success, retention, customer success operations, or post-sales operations in B2B software. - At least two years of people management or equivalent leadership of high-stakes retention work. - Ability to manage escalations and coordinate stakeholders across multiple functions. - Strength in coaching, customer recovery, and using risk signals to prioritize action.

Benefits and work setup - Remote-first work, with paid time off according to local requirements and fully paid parental leave. - Home-office stipend based on country of residence. - Professional development courses, manager training, and upskilling opportunities.