Customer Success Manager 'AI-Powered' (On-site in LA
Listed on 2025-12-23
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IT/Tech
AI Engineer, IT 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
Base pay range$90,000.00/yr - $/yr
CompensationUp to $110,000/year + Performance Bonus up to 10%
Total Annual PackageUp to USD $125,800/year + Comprehensive Benefits
LocationNorth 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 YouBuild the autonomous support system that makes traditional CS obsolete. Own the entire tech stack—Zendesk, Alhena AI, voice AI, sentiment analysis, predictive support tools. Design workflows that systematically resolve Tier‑1 inquiries without human touch and engineer seamless AI‑to‑human handoffs. Research and pilot emerging AI technologies to keep Puffy at the forefront.
- 🏆 Top 5 Mattress Brand in the USA with Over $1 Billion USD in Sales
- 💡 Work with a 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. Deliver weekly strategic reports directly to the Director of CS, translating complex operational data into business insights.
- 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 driving strategic decisions
- Expert‑level knowledge of Zendesk administration (macros, triggers, workflows), 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 welcome owners with accountability for results, not activity.
- Execute with Urgency: We thrive in high‑stakes environments by making thoughtful decisions quickly.
- Demand Excellence: We solve hard problems that others can’t.
- Be AI-First: Daily multi‑turn AI conversations challenge your assumptions.
- Go All-In: We rally as one team when the mission demands it.
- 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 an 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
The alternative is another year managing tickets instead of building the AI‑powered systems that eliminate them.
Apply TodayClick "Apply" to start your application today!
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