AI-First Customer Success Manager (Role onsite in NoHo, LA)

Puffy; Santa Monica (CA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading e-commerce company is seeking an AI-First Customer Success Manager at their North Hollywood headquarters. This role involves architecting an AI-powered customer support system, leading a team, and leveraging advanced technologies to enhance customer interactions. The ideal candidate will have over 5 years of experience and a proven ability in operations management. Competitive salary of $90,000 - $110,000, plus up to 10% performance bonus, with benefits such as medical and vision insurance.

Qualifications

• 5+ years of operations management or customer service/success leadership experience.
• Deep systems-thinking ability focused on process mapping.
• Demonstrated ability to lead and develop teams.

Responsibilities

• Control the Customer Service system—Zendesk, Alhena AI chatbot.
• Pilot new AI technologies to enhance customer interactions.
• Build a master dashboard and deliver weekly performance reports.

Skills

AI-first mindset

Operations management experience

Systems-thinking ability

Team leadership

Analytical and data-fluent

Zendesk administration knowledge

AI chatbot training experience

Tools

Zendesk

Alhena AI

Job description

AI-First Customer Success Manager (Role onsite in NoHo, LA)

Join to apply for the AI-First Customer Success Manager (Role onsite in NoHo, 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.

Base pay range

$90,000.00/yr - $110,000.00/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.

Responsibilities

• 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.

Qualifications

• 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.

The Puffy DNA

• 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.

Here’s What Success Looks Like

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.

Ready to Shape Your Story?

Click "Apply" and take the first step.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service and Strategy/Planning

Industries

Retail

Benefits

• Medical insurance
• Vision insurance
• 401(k)

EEO Statement

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