Customer Success Manager 'AI-Powered' (On-site in LA)

Position: AI-First Customer Success ManagerCompensation: Up to $110,000/year + Performance Bonus up to 10%Total Annual Package: Up to USD $125,800/year + Comprehensive BenefitsRequired Experience: Systems thinking and AI integration in customer service operations are essentialLocation: 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 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 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, 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 US🌍 Great Place to Work Certified💡 Work with Forbes Council Member CEOGain firsthand exposure to strategic decisions and high-velocity execution that drives a global brand3. Own Data Infrastructure with Executive VisibilityBuild 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. You're not reporting numbers—you're shaping CS strategy through data.4. Lead AI-First Team TransformationDevelop and lead a world-class training program that transforms traditional support agents into AI-native operators. Your team learns to masterfully use new tools and workflows to drive sales and resolve complex issues. You'll manage 8-9 agents through 1:1s, performance management, and career development. But your real impact is cultural—you're building the playbook for how CS teams operate in an AI-first world. 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 environmentA deep, systems-thinking mindset; you are obsessed with process mapping, workflow optimization, and building scalable, automated solutionsDemonstrated ability to lead and develop a team, with specific experience in training agents on new technologies and processesHighly analytical and data-fluent; you are comfortable building dashboards, interpreting complex data sets, and using your findings to drive strategic decisionsYour 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 workflowsBackground in scaling support operations in high-growth D2C environmentsFamiliarity with voice AI and sentiment analysis toolsThe Puffy DNAWe're restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor — regardless of their size.● 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.✨ Your Total Compensation & Benefits💰 Compensation:Monthly performance bonuses (up to 10%)🏥 Health & Protection:Comprehensive medical, dental, and vision insurance🌴 Time Off:Generous Paid Time Off (PTO) + US Public holidays💼 Work Environment:AI First organization with access to AI-native tool stackLearning & development opportunitiesInternational team collaboration (14+ nationalities)✅ Other Benefits:401(k) with Company MatchFree Puffy mattress post 6 months completion$1,000 Puffy/Halo Board store credit post 1 year completionReady 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!