Customer Recovery Team - Manager (Hospitality SaaS)

Location: Remote in Canada, Latin America, or the United States. Applicants must already be authorized to work in the applicable location without requiring visa sponsorship.

Company

hirify.global develops a unified hospitality SaaS platform for hotels and hotel groups across more than 150 countries.

What you will do

• Lead, coach, hire, onboard, and develop a specialized team of Customer Recovery Coaches.
• Set the operating rhythm for risk triage, Fire-Team mobilizations, executive escalations, retention forecasting, and post-sales issue resolution.
• Own high-impact recovery motions for at-risk mid-market and SMB hospitality accounts, including proactive rescue, save motions, and Rapid Wins.
• Mobilize Product, Engineering, Support, Sales, and other stakeholders to resolve critical customer issues and restore trust.
• Turn cancellation requests and severe-risk insights into product and process improvements through the “Recovery Becomes Prevention” feedback loop.
• Partner with CS Operations to implement AI-driven tooling, automated risk detection, and accurate Salesforce reporting.

Requirements

• 5+ years of experience in Customer Success, Retention, CS Operations, or Post-Sales Operations within B2B SaaS.
• At least 2 years of direct people management or proven leadership of high-stakes customer retention workflows.
• Significant direct management experience in hotel or resort operations, including front office, revenue, or property management.
• Strong emotional intelligence, executive-level de-escalation, trust-building, and problem-solving skills.
• Technical aptitude with AI tooling and automation, plus strong standards for CRM hygiene, activity logging, and process documentation.
• Ability to align and mobilize Product, Support, and Sales teams without relying solely on direct authority.

Nice to have

• Experience managing recovery or retention motions for SMB, mid-market, enterprise, or multi-property hospitality clients.
• Fluency in Spanish and English.
• Familiarity with Salesforce, Zendesk, or advanced customer-success risk analytics tools.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements.
• Fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Global team of more than 650 employees across 40+ countries.