Customer Success Manager

Puppy Sphere

23d • $65,000 - $75,000 • Remote

About The Position

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 commission

Requirements

• 3+ years experience in customer success, support, hospitality, or operations
• Experience managing a support platform (Gorgias, Zendesk, or similar)
• Strong written communication skills
• Highly organized and comfortable managing multiple priorities
• Comfortable working in a fast paced startup environment

Nice To Haves

• Experience in hospitality, events, or wellness businesses
• Experience with lead qualification or sales conversations
• Experience improving automations or workflows in support platforms
• Comfortable analyzing customer trends and data

Responsibilities

• Lead the Customer Experience department
• Manage CX representatives, including scheduling, training, and hiring as we scale
• Ensure fast, thoughtful responses to customer inquiries
• Respond to tickets and customer conversations when needed
• Collaborate with Operations to equip onsite teams with the tools, resources, and guidance needed to deliver a seamless guest experience
• Identify and support training needs to ensure staff feel confident handling guest interactions and feedback onsite
• Own our customer support platform (Gorgias)
• Improve workflows, automation, and ticket routing
• Write and improve macros for customer support
• Implement AI tools to improve efficiency and response times
• Re engage past customers and encourage return visits
• Guide customers toward class packs and membership
• Support lifecycle programs, including the Loyalty Program, that increase repeat visits
• Identify opportunities within customer conversations to encourage repeat visits, class packs, memberships, and private event bookings.
• Qualify private event inquiries
• Close lifestyle private events and class buyouts
• Identify upsell opportunities within customer conversations
• Track trends in customer questions and feedback
• Turn insights into recommendations that improve the customer journey

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed