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Customer Success Manager
Puppy Sphere
- New York, New York, United States
- New York, New York, United States
Über
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 commission
Job Requirements: Customer Experience Operations
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
CX Systems & Tools
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
Customer Retention
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
Private Events & Revenue
Qualify private event inquiries
Close lifestyle private events and class buyouts
Identify upsell opportunities within customer conversations
Customer Insights
Track trends in customer questions and feedback
Turn insights into recommendations that improve the customer journey
Required Qualifications:
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
Preferred Qualifications:
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
Our Puppy Sphere Values:
We create happiness.
We care.
We adapt.
We show up.
We raise the bar
Perks:
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.
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Sprachkenntnisse
- English
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