Puffy
Customer Success Manager 'AI-Powered' (On-site in LA)
Puffy, Pasadena, California, United States, 91122
Customer Success Manager 'AI-Powered' (On-site in LA)
Join to apply for the Customer Success Manager 'AI-Powered' (On-site in LA) role at Puffy.
This range is provided by Puffy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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’ll 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’ll lead 8‑9 agents while enabling them to become AI‑native operators, ultimately freeing the sales team to focus on growth.
What Is In It For You This isn’t just another customer success management role. This is your chance to become a true industry architect.
1. Architect AI‑Powered Support Infrastructure from the Ground Up Most CS managers handle tickets and coach agents. You’ll build the autonomous support system that makes traditional CS obsolete.
Own the entire tech stack—Zendesk, Alhena AI, voice AI, sentiment analysis, and predictive support tools. Design workflows that systematically resolve Tier‑1 inquiries without human touch.
Engineer seamless AI‑to‑human handoffs that are data‑rich and efficient. Research and pilot emerging AI technologies to keep Puffy at the forefront.
Your AI containment rates become the benchmark. Your automation frameworks eliminate entire categories of support work.
You’re not managing support—you’re building the intelligent systems that will define next‑generation customer service.
2. Partner with the 1%
Top 5 Mattress Brand in the USA with Over
$1 Billion USD
in Sales
Work with Forbes Council Member CEO
Gain firsthand exposure to strategic decisions and high‑velocity execution that drives a global brand
3. Own Data Infrastructure with Executive Visibility Build the master dashboard for all CS operations. Track system metrics—AI response time, ticket volume, queue performance—and team KPIs in real‑time.
Establish data‑driven QA frameworks that monitor both AI and human performance. Deliver weekly strategic reports directly to the Director of CS, translating complex operational data into business insights.
Your dashboards drive executive decisions. Your metrics prove ROI on AI investments.
Develop and lead a world‑class training program that transforms traditional support agents into AI‑native operators.
You’ll manage 8‑9 agents through 1:1s, performance management, and career development.
In two years, other CS leaders will study the training programs you created here.
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; you are obsessed with process mapping, workflow optimization, and building scalable, automated solutions
Demonstrated ability to lead and develop a team, with specific experience in training agents on new technologies and processes
Highly analytical and data‑fluent; you are comfortable building dashboards, interpreting complex data sets, and using your findings to drive strategic decisions
Your Toolbox Includes: Expert‑level knowledge of Zendesk administration (macros, triggers, workflows), hands‑on experience training and tuning a chatbot (like Alhena AI), and proficiency with data visualization tools (e.g., 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
Be the Owner:
We don’t hire employees; we welcome owners. You’re accountable for results, not activity.
Execute with Urgency:
We thrive in high‑stakes environments by making thoughtful decisions quickly and acting decisively.
Demand Excellence:
We solve the hard problems that others can’t, pushing the boundaries of our craft.
Be AI‑First:
Daily multi‑turn AI conversations challenge your assumptions.
Go All‑In:
When the mission demands it, we rally as one team to cross the finish line.
Monthly performance bonuses (up to 10%)
Employee Recognition Program: Allows employees to recognize and build a culture of appreciation
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)
Other Benefits
401(k) with Company Match
Free Puffy mattress post 6 months completion
$1,000 Puffy/Halo Board store credit post 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! Apply now.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Customer Service, Product Management, and Quality Assurance
Referrals increase your chances of interviewing at Puffy by 2x Apply and grow with us.
#J-18808-Ljbffr
This range is provided by Puffy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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’ll 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’ll lead 8‑9 agents while enabling them to become AI‑native operators, ultimately freeing the sales team to focus on growth.
What Is In It For You This isn’t just another customer success management role. This is your chance to become a true industry architect.
1. Architect AI‑Powered Support Infrastructure from the Ground Up Most CS managers handle tickets and coach agents. You’ll build the autonomous support system that makes traditional CS obsolete.
Own the entire tech stack—Zendesk, Alhena AI, voice AI, sentiment analysis, and predictive support tools. Design workflows that systematically resolve Tier‑1 inquiries without human touch.
Engineer seamless AI‑to‑human handoffs that are data‑rich and efficient. Research and pilot emerging AI technologies to keep Puffy at the forefront.
Your AI containment rates become the benchmark. Your automation frameworks eliminate entire categories of support work.
You’re not managing support—you’re building the intelligent systems that will define next‑generation customer service.
2. Partner with the 1%
Top 5 Mattress Brand in the USA with Over
$1 Billion USD
in Sales
Work with Forbes Council Member CEO
Gain firsthand exposure to strategic decisions and high‑velocity execution that drives a global brand
3. Own Data Infrastructure with Executive Visibility Build the master dashboard for all CS operations. Track system metrics—AI response time, ticket volume, queue performance—and team KPIs in real‑time.
Establish data‑driven QA frameworks that monitor both AI and human performance. Deliver weekly strategic reports directly to the Director of CS, translating complex operational data into business insights.
Your dashboards drive executive decisions. Your metrics prove ROI on AI investments.
Develop and lead a world‑class training program that transforms traditional support agents into AI‑native operators.
You’ll manage 8‑9 agents through 1:1s, performance management, and career development.
In two years, other CS leaders will study the training programs you created here.
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; you are obsessed with process mapping, workflow optimization, and building scalable, automated solutions
Demonstrated ability to lead and develop a team, with specific experience in training agents on new technologies and processes
Highly analytical and data‑fluent; you are comfortable building dashboards, interpreting complex data sets, and using your findings to drive strategic decisions
Your Toolbox Includes: Expert‑level knowledge of Zendesk administration (macros, triggers, workflows), hands‑on experience training and tuning a chatbot (like Alhena AI), and proficiency with data visualization tools (e.g., 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
Be the Owner:
We don’t hire employees; we welcome owners. You’re accountable for results, not activity.
Execute with Urgency:
We thrive in high‑stakes environments by making thoughtful decisions quickly and acting decisively.
Demand Excellence:
We solve the hard problems that others can’t, pushing the boundaries of our craft.
Be AI‑First:
Daily multi‑turn AI conversations challenge your assumptions.
Go All‑In:
When the mission demands it, we rally as one team to cross the finish line.
Monthly performance bonuses (up to 10%)
Employee Recognition Program: Allows employees to recognize and build a culture of appreciation
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)
Other Benefits
401(k) with Company Match
Free Puffy mattress post 6 months completion
$1,000 Puffy/Halo Board store credit post 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! Apply now.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Customer Service, Product Management, and Quality Assurance
Referrals increase your chances of interviewing at Puffy by 2x Apply and grow with us.
#J-18808-Ljbffr