Customer Success Manager 'AI-Powered' (Remote

Customer Success Manager 'AI-Powered' (Remote)

Base pay range: $90,000.00/yr – $/yr

Location:

Remote

Puffy is the Top 5 Mattress Brand in the USA with over $1 Billion in sales. We’re seeking an AI First Customer Success Manager to architect a scalable, AI‑powered support infrastructure that transforms how luxury e‑commerce delivers customer experiences.

• Own the entire customer support technology stack—optimizing systems, workflows, and data while automating low‑value interactions to build a nearly autonomous support system that frees the sales team to drive growth.
• Build the future of AI‑powered support: engineer an autonomous support ecosystem, train and tune chatbots, and design AI‑to‑human handoff protocols.
• Partner with top leadership, engage with CEO and strategic decisions.
• Lead a distributed team across time zones, embracing radical flexibility.
• Own the full technology stack:
  Zendesk, Alhena AI, data visualization tools, sentiment analysis, predictive support; research, pilot, and integrate cutting‑edge technologies.

Seniority Level: Mid‑Senior Level.

Employment Type:

Full‑time. Job Function:
Product Management, Customer Service, and Quality Assurance. Industries:
Retail.

• 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; 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; 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 (like Alhena AI).
• Proficiency with data visualization tools (e.g., Looker, Tableau).

• Be the Owner: accountable for results, not activity.
• Execute with Urgency: thrive in high‑stakes environments, make thoughtful decisions quickly and act decisively.
• Demand Excellence: solve hard problems that others can’t, push the boundaries of 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 when mission demands.

• 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.
• Remote First.
• International team collaboration (14 + nationalities).
• Eligibility for selection to the Leaders Club.
• Eligibility for nomination as “We Are” Champion of the Month.
• 401(k) with Company Match.
• Free Puffy mattress after 6 months completion.
• $1,000 Puffy/Halo Board store credit after 1 year completion.

Click "Apply" and take the first step.