Customer Success Manager

Customer Success Manager 'AI-Powered' (Remote)

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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 - $110,000.00/yr

Position: AI First Customer Success Manager

Compensation: USD $110,000 per annum + up to 10% Performance Bonus

Total Annual Package: Up to USD $125,800

Location: Remote

Role Overview

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.

You will 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.

What Is In It For You:

This isn't just another customer success role. This is your chance to become a true industry architect.

• Build the Future of AI-Powered Support — You won’t just manage a helpdesk—you’ll engineer an autonomous support ecosystem, from training chatbots to designing AI-to-human handoff protocols. Hands‑on architecture work positions you at the forefront of AI‑first customer operations.
• Partner with the 1% — Work with Forbes Council Member CEO and gain exposure to strategic decisions that drive a global brand.
• Embrace Radical Flexibility — Work from anywhere in the USA. No commute. Lead a team across time zones and driving results that matter.
• Own the Full Technology Stack — Zendesk, Alhena AI, data visualization tools, sentiment analysis, predictive support — you’ll have authority to research, pilot, and integrate cutting‑edge technologies.

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; obsession with process mapping, workflow optimization, and building scalable, automated solutions.
• Demonstrated ability to lead and develop a team, including 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 (e.g., Alhena AI).
• Proficiency with data visualization tools (Looker, Tableau).

The Puffy DNA

We’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: You’re accountable for results, not activity.
• Execute with Urgency: We thrive in high‑stakes environments by making thoughtful decisions quickly.
• Demand Excellence: We solve the hard problems that others can’t, pushing boundaries.
• Be AI‑First: Daily multi‑turn AI conversations challenge your assumptions.
• Go All‑In: When the mission demands it, we rally as one team.
• 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: Work from the comfort of your home office.
• International team collaboration (14+ nationalities).
• Eligibility for selection to the Leaders Club.
• Eligibility for nomination as 'We Are' Champion of the Month.

✅ Other Benefits:

• 401(k) with Company Match.
• Free Puffy mattress after 6 months completion.
• $1,000 Puffy/Halo Board store credit after 1 year completion.

Ready to Shape Your Story?

Click "Apply" and take the first step.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Product Management, Customer Service, and Quality Assurance; Industries: Retail

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