Customer Success Manager

Pure Interactive Entertainment, Inc; New York (NY); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health, dental, vision

401(k) match

Paid time off

Meals provided

Off-sites

Job summary

Pure Interactive Entertainment, Inc in New York, NY is seeking a Customer Success Manager to build and lead a fast-scaling support function. This full-time role emphasizes quick, thoughtful responses across email, chat, and community channels.

You will identify recurring problems, collaborate with product and engineering to drive fixes, and use AI tools to speed up routine tasks while maintaining high-quality service.

Qualifications

• 1+ years in customer support or related high-performance environment.
• Strong written communication; fast and thoughtful.
• Comfortable using AI tools to speed up and scale work.
• Analytical mindset; comfortable owning metrics and driving decisions.
• Scrappy, resourceful, and a strong work ethic.

Responsibilities

• Answer support tickets across email, chat, and community channels.
• Spot recurring problems and report them clearly to product/engineering so fixes reduce workload.
• Leverage AI tools to sort tickets, draft replies, and identify trends.
• Measure key metrics: response time, resolution time, and customer satisfaction.
• Help hire and train the support team as we grow.

Skills

1+ years experience

Strong written communication

AI tools experience

Analytical mindset

Scrappy, resourceful

Job description

Customer Success Manager

New York, NY · Full-time · $100,000

Pure's user base is doubling every 3-4 weeks, and our support function is becoming one of the most critical areas of the company. We're looking for someone to build it right from here.

What You'll Do

• Answer support tickets. Respond to players quickly and thoughtfully across email, chat, and community channels, and set the standard for how we handle support.

• Spot recurring problems. Notice the issues that come up again and again, and report them clearly to product and engineering so they get fixed and support workload goes down.

• Leverage AI to work faster. Put AI tools to work on routine tasks — sorting tickets, drafting replies, answering common questions, identifying trends in support — so support stays fast as we grow.

• Measure what matters. Track the numbers that show whether support is actually working: response time, resolution time, and customer satisfaction.

• Help build the team. As we grow, help hire and train the support people who will work in this function.

Qualifications

• 1+ years of experience in customer support, customer success, or a related high-performance environment.

• Strong written communication skills — you can be fast and thoughtful at the same time.

• Comfortable using AI tools to speed up and scale your own work.

• Analytical mindset — you're comfortable owning metrics and using them to drive decisions.

• Scrappy, resourceful, and a strong work ethic — you're willing to do whatever it takes and take pride in your work.

Why Pure

• High Growth: Join a support function scaling alongside one of the fastest-growing user bases in the market.

• High Agency: Real ownership over how support works — you'll shape the systems, not just staff them.

• High Energy: Work alongside a technical, craft-driven team at a stage where your contributions have outsized impact.

• Competitive salary and benefits: Full health, dental, and vision coverage; 401(k) with company match; PTO; three meals a day provided; company off-sites.

  Pure is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by applicable law.