Customer Success Manager

Job Title:
Customer Success Manager

Work Location:
WagWay Group, hybrid in Linthicum Heights, MD

Function/Department:
Marketing

Reports to:
VP, Marketing

Company Overview:

WagWay Group is a PE-backed pet clubs and wellness company with operating brands across the U.S. WagWay was established to build a national, contemporary network of leadingpet wellness providers in attractive markets. WagWaypet centers offer dog daycare,boarding, grooming, training, and vet services under a comprehensive model. The Company aspires to set the standard for pet wellness through the combination of service excellence, innovation, and pet health monitoring.

Job Overview:

The Customer Success Manager (CSM) plays a key role in ensuring an exceptional experience for every customer who contacts our pet care brand. This role leads our call center team responsible for handling customer inquiries, reservations and service follows up for our dog daycare, grooming and boarding facilities. The CSM ensures every interaction reflects our commitment to outstanding care, compassion, and service – building trust with pet parents and driving customer loyalty.

Essential Functions & Responsibilities:

• Team Leadership & Development
• Recruit, train, develop and coach call center representatives to provide outstanding customer support and sales conversions
• Conduct regular call reviews, quality checks, and one-on-one coaching sessions
• Foster a positive and high performing team culture that aligns with company values and customer care standards
• Manage team schedules to ensure adequate coverage during peak call times
• Successfully coach and manage team member performance; participate in annual performance review and merit cycle; address performance concerns through proper coaching and corrective action processes.
• Ensure team adherence to all Pawville standards of conduct, work rules and policies, protocols and procedures, and safety standards.
• Operational & Performance Management
• Track and analyze key performance metrics (e.g. call volume, missed call rate, conversion rate, customer satisfaction, average order value)
• Use data insights to improve team efficiency, drives sales, and enhance service outcomes
• Collaborate with Marketing to support promotional campaigns, referral programs and loyalty initiatives
• Maintain accurate customer records in the CRM system and ensure proper documentation of all interactions.
• Continuous Improvement
• Identify trends in customer feedback and partner with leadership to improve policies and procedures, pricing or service offerings
• Develop and refine scripts, FAQs, and training materials to enhance consistency and accuracy
• Lead initiatives to reduce missed calls, increase booking conversion, and strengthen overall customer journey
• Commitment to Service Standards
• Perform duties as a Customer Success Specialist as needed to provide customers with outstanding experience; consulting with customers to understand their needs and preferences; advising and offering services and merchandise to meet and exceed their needs.
• Maintaining schedule and reservation system; managing and booking reservations for grooming, boarding, and daycare appointments for all resort locations to maximize capacity and efficient scheduling.
• Be a brand champion; conduct yourself in a manner that is in the best interest of Pawville, customers, and all Team Members.
• Encourage feedback and reviews, responding as appropriate; respond to and handle all customer concerns or complaints.
• Promote Pawville presence in the community through outreach with local pet organizations, partnering with industry related businesses, establishing relationships with building owners and management companies.
• Maintain subject matter expertise of resort systems and platforms; assisting with system updates as needed; maintain systems and platform details such as user accounts and access, admin profiles, and service plans and packages; troubleshoot common issues and concerns; maintaining positive relationships with vendors and account representatives.
• Work closely with IT to ensure seamless integration and performance of multi-channel communication systems supporting the call center (voice, SMS, chat, and email).
• All other duties as assigned

Professional Qualifications:

• 5+ years of experience in customer service, sales, call center management, along with customer success leadership experience (hospitality, retail or pet care experience preferred)
• Proven track record of improving customer satisfaction and operational performance
• Strong leadership and coaching skills with the ability to motivate and develop a team
• Excellent problem solving and organizational skills
• Comfort working with call center software, CRM systems, and performance dashboards (i.e. HubSpot preferred)
• Passion for pets and a genuine desire to create a positive experience for pet parents
• Proficient in Microsoft Office, scheduling, and point of sales software
• Excellent verbal and written communication skills; utilizing active listening and effective communication techniques
• Ability to demonstrate knowledge-based customer service skills; utilizing various sales techniques.
• Ability to prioritize tasks and to delegate them when appropriate.
• Bachelor's degree in business administration, Sales or Marketing or related field
• High school diploma or equivalent required

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and working on a computer
• Ability to operate standard office equipment such as a computer, keyboard, mouse and telephone
• May occasionally need to lift up to 15 lbs.
• Repetitively complete hand and arm movements; reach, grab, pull, and push objects.
• Perform duties in an environment with loud sounds from animals and smells from pet waste and cleaning chemicals.