Customer Success Manager
$90k - $110kPuffy
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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