Customer Success & Operations Manager - Pet care
About The Dog Gurus
The Dog Gurus is transforming the pet resort industry by empowering owners with the tools, community, and expertise they need to build thriving businesses. We believe that when pet resort owners succeed, the dogs in their care—and their families—benefit from exceptional experiences. Our platform combines practical business training, peer support, and expert guidance to help pet resort professionals at every stage—from opening their first facility to scaling multi-location operations.We're building a community of passionate pet resort entrepreneurs who are ready to grow their revenue, streamline their operations, and elevate their guest experiences. If you're excited about helping small business owners in the pet hospitality industry reach their full potential, we want you on our team.About the Role
As our Customer Success & Operations Manager, you'll be the trusted partner that helps our pet resort owner members get the most out of their Dog Gurus experience. You're the bridge between their purchase and their success—making sure every owner feels supported, confident, and equipped to implement what they learn.Our members run the gamut from boutique daycare facilities to full-service boarding resorts. They're incredibly passionate about providing safe, enriching environments for dogs, and you'll help them build businesses that match their dedication. You'll guide them through onboarding, check in on their progress, celebrate their wins, and help them navigate operational challenges—from staffing struggles to booking software issues to scaling their services.This is a perfect opportunity for someone who loves small businesses, has a knack for operations, and wants to make a real difference in a growing industry.What You'll Do
- Guide the journey. Lead our members through onboarding and implementation, creating clear guides and resources that help them apply what they learn immediately. Design engagement strategies to keep members discovering new value as their businesses evolve.Be their champion. Serve as a trusted advisor to pet resort owners, ensuring they're using our platform effectively and seeing real results—whether that's increased bookings, improved staff retention, or higher profit margins.Keep your finger on the pulse. Monitor usage patterns and engagement to spot members who might need extra support. Proactively reach out before small concerns become larger issues.Create helpful resources. Develop onboarding materials, help center articles, and user guides that speak directly to the unique challenges pet resort owners face, from managing seasonal demand to implementing safety protocols.Provide excellent support. Handle member questions about payments, platform features, and resort-specific business topics with speed, warmth, and empathy. Make every interaction a positive one that reinforces their decision to join our community.
You're Our Perfect Match If You Have
- Experience in the pet care industry. 2-3 years of experience in operations (boarding, daycare, grooming, training facilities). Understanding of pet resort operations and industry challenges as well as a passion for addressing and resolving these issues in partnership with our clients.Customer obsession. 2-3 years in customer success or support roles, ideally with small businesses. You genuinely care about helping people succeed and understand the unique pressures of running a service-based business.Communication excellence. You write clearly, speak confidently, and know how to explain complex concepts simply. You collaborate naturally and welcome feedback as a tool for growth.Systems thinking. You've created SOPs, managed multiple projects simultaneously, and know how to make processes better without overcomplicating them. Pet resort owners appreciate efficiency and clarity.A consultative approach. You don't just answer questions—you ask them. You help people discover solutions and feel empowered to take action in their businesses.
Bonus Points
- Background in hospitality or service-based small businessesFamiliarity with AI tools and platforms
What We Offer
- Flexible PTO - Take the time you need to rechargeRemote-first culture - Work from wherever you're most productiveGround-floor opportunity - Help shape customer experience at a growing startup making real impact in the pet industryCollaborative team culture - Join a supportive team that celebrates wins together and tackles challenges collectively