Customer Success Manager

About Puppy Sphere:Welcome to Puppy Sphere, we are a high-growth startup redefining the wellness category through puppy therapy! We're on a mission to bring people together in welcoming spaces where the gentle power of puppies helps them slow down, boost their mood, and return again and again.As North America's original puppy yoga company, we've built a community of over 400,000 people, making puppy therapy part of their everyday wellbeing ritual. We've partnered with global brands including the NBA, TikTok, and Google to bring the gentle power of puppies to even more workplaces, events, and communities!If you're excited by growth, impact and care deeply about people, animals, and raising the bar in everything you do - we'd love to hear from you!Job Description:This is a full-time, remote role for the position of Customer Success Manager at Puppy Sphere.We are looking for a Customer Success Manager to lead our Customer Experience and help turn first time Puppy Sphere visitors into returning customers. This role manages our CX reps, oversees our support platform, and ensures customers receive warm, thoughtful support. It also plays a role in converting inquiries into bookings and helping customers return through class packs, memberships, and future visits.This is a full-time, remote role. EST working hours are a necessity.Availability to work some weekends and weeknights necessary.On-target earnings: $65,000–$75,000+ CAD$55,000 CAD base salary + uncapped commissionJob Requirements:Customer Experience OperationsLead the Customer Experience departmentManage CX representatives, including scheduling, training, and hiring as we scaleEnsure fast, thoughtful responses to customer inquiriesRespond to tickets and customer conversations when neededCollaborate with Operations to equip onsite teams with the tools, resources, and guidance needed to deliver a seamless guest experienceIdentify and support training needs to ensure staff feel confident handling guest interactions and feedback onsiteCX Systems & ToolsOwn our customer support platform (Gorgias)Improve workflows, automation, and ticket routingWrite and improve macros for customer supportImplement AI tools to improve efficiency and response timesCustomer RetentionRe-engage past customers and encourage return visitsGuide customers toward class packs and membershipSupport lifecycle programs, including the Loyalty Program, that increase repeat visitsIdentify opportunities within customer conversations to encourage repeat visits, class packs, memberships, and private event bookingsPrivate Events & RevenueQualify private event inquiriesClose lifestyle private events and class buyoutsIdentify upsell opportunities within customer conversationsCustomer InsightsTrack trends in customer questions and feedbackTurn insights into recommendations that improve the customer journeyRequired Qualifications:3+ years experience in customer success, support, hospitality, or operationsExperience managing a support platform (Gorgias, Zendesk, or similar)Strong written communication skillsHighly organized and comfortable managing multiple prioritiesComfortable working in a fast paced startup environmentPreferred Qualifications:Experience in hospitality, events, or wellness businessesExperience with lead qualification or sales conversationsExperience improving automations or workflows in support platformsComfortable analyzing customer trends and dataOur Puppy Sphere Values:We create happiness.We care.We adapt.We show up.We raise the barPerks:Join a fast-growing startup with upward mobility.Remote work flexibility around the world.Flexible working hours, we trust you to manage your own time.Uncapped commission.10 paid vacation days per year.3 wellbeing days per year.️ Annual Team Retreat.Unlimited complimentary puppy yoga classes for you, family and friends.️ Attend networking and unique invite-only events in your city and beyond.Opportunity to work with celebrity clients and industry giants.We're so grateful for your interest in joining the team here at Puppy Sphere! Due to the high number of applications we receive, we may not be able to personally reach out to everyone, but please know we truly appreciate the time and effort you've taken to apply.#J-18808-Ljbffr