Customer Success Manager 'AI-Powered'

Customer Success Manager 'AI-Powered' (On-site in LA) Apply to the role at Puffy. Base Pay Range $90,000.00/yr - $110,000.00/yr Position: AI-First Customer Success Manager Compensation: Up to $110,000/year + Performance Bonus up to 10% Total Annual Package: Up to USD $125,800/year + Comprehensive Benefits Required Experience: Systems thinking and AI integration in customer service operations are essential Location: North Hollywood, CA (On-site) Role Overview Puffy is a Top 5 US mattress brand with 100% YoY growth since 2016, recognized as a Great Place to Work. This role is for a systems-thinking leader ready to architect a scalable, AI-powered support infrastructure. You will own the customer support technology stack, design automated workflows that resolve Tier-1 inquiries autonomously, and integrate cutting‑edge AI technologies to build a nearly self-running support system. You will lead 8-9 agents while enabling them to become AI-native operators, freeing the sales team to focus on growth. What Is In It For You This is not just another customer success management role. It’s your chance to become a true industry architect. Key Responsibilities Architect AI-Powered Support Infrastructure from the Ground Up—own the entire tech stack (Zendesk, Alhena AI, voice AI, sentiment analysis, predictive support tools); design workflows that resolve Tier‑1 inquiries without human touch; engineer seamless AI-to-human handoffs; research and pilot emerging AI technologies. Partner with the 1%—be part of a top 5 mattress brand, work with a Forbes Council Member CEO, and gain exposure to strategic decisions and high‑velocity execution. Own Data Infrastructure with Executive Visibility—build master dashboards for all CS operations, track AI response time, ticket volume, queue performance, and team KPIs in real time; deliver weekly strategic reports to the Director of CS, translating data into business insights. Develop and lead a world‑class training program that transforms traditional support agents into AI-native operators; manage 8‑9 agents through 1:1s, performance management, and career development; build cultural playbooks for AI‑first CS. What You’ll Need 5+ years of experience in a customer success or operations management role, with a proven track record in a high‑performance e‑commerce environment. A deep, systems‑thinking mindset focused on process mapping, workflow optimization, and scalable automated solutions. Demonstrated ability to lead and develop a team, including training agents on new technologies and processes. Highly analytical and data‑fluent—comfortable building dashboards, interpreting complex data sets, and using findings to drive strategic decisions. Expert‑level knowledge of Zendesk administration (macros, triggers, workflows); hands‑on experience training and tuning a chatbot (e.g., Alhena AI); proficiency with data visualization tools (Looker, Tableau). Good‑to‑Have Experience integrating multiple AI technologies into customer service workflows. Background in scaling support operations in high‑growth D2C environments. Familiarity with voice AI and sentiment analysis tools. The Puffy DNA We're restless, perpetually hungry, and fast‑paced, driven by an unwavering belief that we can outperform any competitor—regardless of size. Be the owner: We welcome owners, accountable for results not activity. Execute with urgency: We thrive in high‑stakes environments. Demand excellence: We solve hard problems, pushing our craft. Be AI-First: Daily multi‑turn AI conversations challenge your assumptions. Go all‑in: Rally as one team to cross the finish line. Benefits Monthly performance bonuses (up to 10%) Comprehensive medical, dental, and vision insurance Generous Paid Time Off (PTO) + US Public holidays AI First organization with access to AI-native tool stack International team collaboration (14+ nationalities) 401(k) with Company Match Free Puffy mattress after 6 months completion $1,000 Puffy/Halo Board store credit after 1 year completion Ready to Shape Your Story? The alternative is another year managing tickets instead of building the AI-powered systems that eliminate them. Click “Apply” to start your application today Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Customer Service, Product Management, and Quality Assurance Industries: Retail #J-18808-Ljbffr