AI-First Customer Success Manager; onsite in NoHo, LA

AI-First Customer Success Manager (Role onsite in No

Ho, LA)

Join to apply for the AI-First Customer Success Manager (Role onsite in No

Ho, 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.

$90,000.00/yr - $/yr

Location:

North Hollywood, CA (On-site)

We’re seeking an AI-First Customer Success Manager to be the chief architect of our next-generation customer experience at our North Hollywood headquarters
. Your primary goal: build a highly scalable, AI-powered support infrastructure that empowers our team of support specialists to become a high-performing sales force while creating a nearly autonomous support system. You will own our entire tech stack (Zendesk, Alhena AI, G-Ai, etc.), lead 8‑9 specialists, and engineer systems that allow our world‑class sales team to focus entirely on driving Puffy's growth.

Highlights:

• Elite Reward: A highly competitive salary of $90,000 - $110,000 USD/year + up to 10% performance bonus
  .
• Your Toolbox (AI‑Native Operations Stack): Architect strategy in a truly AI‑first environment, leveraging cutting‑edge automation tools.

• Architect the Complete Customer Journey Infrastructure: Control our entire Customer Service system—Zendesk CRM, Alhena AI chatbot, and next‑wave automation tools you identify and implement. Maximum uptime, efficiency, and ROI are your responsibility.
• Translate Leading‑Edge AI into a World‑Class Customer
  
  Experience:
  
  Make every customer interaction faster, smarter, and more effective by piloting new AI technologies—voice analysis, sentiment detection—to design automated workflows that resolve issues instantly. Engineer flawless AI‑to‑human handoffs for complex needs.
• Champion a Culture of Data‑Driven Service Excellence: Source of truth for service quality. Build the master dashboard, establish QA frameworks guaranteeing excellence for AI and human interactions, and deliver weekly performance reports that turn raw data into actionable strategies for improving customer satisfaction.
• Lead and Develop a Hand‑Slinging Team: Train agents on new technologies, scale operations, and maintain high service standards.
• Drive Continuous Improvement: Identify gaps, propose enhancements, and implement changes that increase efficiency, reduce response times, and improve customer satisfaction scores.

• You have a genuine AI‑first mindset
  .
• You have 5+ years of operations management or customer service/success leadership experience in high‑performance e‑commerce environments.
• You possess a deep,
  systems‑thinking ability focused on process mapping and workflow optimization.
• You have a demonstrated ability to lead and develop teams
  , specifically training agents on new technologies.
• You are highly analytical and data‑fluent
  , comfortable building dashboards and interpreting complex datasets.
• You have expert‑level Zendesk administration knowledge and hands‑on AI chatbot training experience
  .

• Be the Owner: Autonomy to make decisions and the expectation to see them through.
• Execute with Urgency: Deliberate decisions made quickly in a high‑stakes dynamic environment.
• Demand Excellence: Push the boundaries of your craft and insist on the highest standards.
• Go All‑In: Rally as one team for critical projects.

In 12‑24 months, you will have built a nearly autonomous support system that allows our sales team to focus entirely on driving growth. You will have accelerated your path to leadership while working from our modern North Hollywood headquarters with world‑class compensation.

Click "Apply" and take the first step.

Mid‑Senior level

Full‑time

Customer Service and Strategy/Planning

Retail

• Medical insurance
• Vision insurance
• 401(k)

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, disability, or protected veteran status.