Customer Success Manager 'AI-Powered' (On-site in LA
Listed on 2025-12-21
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IT/Tech
AI Engineer, IT Support, Technical Support
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 - $/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 OverviewPuffy 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 YouThis 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 UpMost 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
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)
- 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
- Be the Owner: We…
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