Puppy Sphere

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 in Canada for the position of Director of Marketing at Puppy Sphere. We're looking for a leader to own the full marketing organization, performance results, and revenue impact. This leader sits over brand, paid growth, ecommerce, lifecycle, content/social, and local marketing, and is accountable for hiring, agency oversight, reporting, and ROI. You connect campaigns to revenue, retention, and CAC/LTV, build dashboards, and push a fast-moving, data-driven culture. This is a full-time remote role, located in Canada and EST working hours are a necessity. Some travel and weekend work is required in this role. Salary: $95,000 - $130,000 Bonus: 10% - 20% of base salary annually What You’ll Lead: Team & Department Leadership - Manage the full marketing team and external marketing agencies (growth, performance, CRM, social/content, design, local). - Own and manage the project lifecycle for all marketing initiatives; from planning and resourcing to execution and post-mortems. - Develop and maintain project plans, timelines, calendars, and task assignments using Asana (or similar project management tools). - Facilitate effective communication and workflow between departments to prevent bottlenecks and misalignment. - Set department objectives, budgets, channel KPIs, and reporting cadence. - Audit current skills/roles and make recommendations on hiring, restructuring, or transitioning team members. - Hold internal staff and external agencies accountable to performance, deadlines, and ROI. Performance, Paid & Forecasting - Build and maintain the marketing reporting dashboard and leadership reporting cadence. - Own CAC/ROAS/LTV reporting and spend allocation across Meta, TikTok, Google. - Strategic lead for class inventory by city and align spend with seasonality, ticket inventory, and launches. E-Commerce & CRO (Shopify) - Own booking funnel performance and checkout optimization. - Oversee landing pages, mobile UX, promo execution, and merchandising (packs, gifting, add-ons). - Lead funnel analytics and retention drivers. Lifecycle & Customer Return - Own the customer lifecycle journey, with a focus on increasing visit frequency and customer habit-building. - Oversee Klaviyo flows, segmentation, winbacks, loyalty, and SMS. - Tie lifecycle calendars to class schedules, store openings, and corporate events. - Brand, Creative & Content Direction - Maintain national brand standards across digital, studio, partnerships, and merchandise. - Approve creative direction and campaign concepts. - Ensure content supports measurable acquisition/retention outcomes. Corporate Events & B2B Positioning - Build demand funnels and collateral for the corporate wellness/events division. - Partner with Sales on lead generation strategies and brand positioning. You Bring: - 8+ years’ marketing leadership in DTC, e-commerce, fitness/experiential, or marketplace environments. - Deep experience with Shopify, Meta/TikTok/Google Ads, and funnel reporting. - Comfortable managing multi-layer teams and agencies. - Confident in dashboards, forecasting, and financial discipline. - Thrives in fast-moving, data-driven environments with high accountability. Why This Role Matters: You are the senior marketing voice responsible for: - The full team’s output - Revenue efficiency - Scalable campaigns across cities - Retention improvements - Turning awareness into habit-driven wellness behavior You build the growth engine behind a category-defining brand. 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. ✈️ 15 paid vacation days. ❤️‍🩹 3 paid wellbeing days. 🏝️ Annual Team Retreat. 🦮 Experience the happiness of working around puppies. 🧘 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. Puppy Sphere Values: - We create happiness. - We care. - We adapt. - We show up. - We raise the bar. 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 🤍

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 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 🤍