Customer Success Manager 'AI-Powered' (Remote)
Puffy
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Benefits offered by this job
Job summary
Qualifications
- 5+ years of experience in a customer success or operations management role in e-commerce.
- Deep mindset for systems thinking and process mapping.
- Ability to lead and develop a team and train agents.
- Highly analytical with comfort building dashboards and interpreting data.
- Expert-level knowledge of Zendesk macros, triggers, and workflows.
- Hands-on experience training and tuning chatbots.
- Proficiency in data visualization tools.
Responsibilities
- Own the customer support technology stack.
- Optimize systems, workflows, and automate interactions.
- Engineer an autonomous support ecosystem.
- Work closely with the sales team to drive growth.
- Lead team training on new technologies.
Skills
Tools
Job description
Join to apply for the Customer Success Manager 'AI-Powered' (Remote) role at Puffy
$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
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’ll 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.
You won’t just manage a helpdesk—you’ll engineer an autonomous support ecosystem. From training and tuning chatbots to designing AI-to-human handoff protocols, you’ll create systems that most CS leaders only read about in case studies. This is hands‑on architecture work that positions you at the forefront of AI‑first customer operations.
🏆 Top 5 Mattress Brand in the USA with Over $1 Billion USD in Sales
💡 Work with Forbes Council Member CEO
Gain firsthand exposure to strategic decisions and high‑velocity execution that drives a global brand.
Work from anywhere in the USA. No commute. No cubicle. Build your ideal work environment while leading a team across time zones and driving results that matter.
Zendesk, Alhena AI, data visualization tools, sentiment analysis, predictive support—you’ll have the authority and resources to research, pilot, and integrate cutting‑edge technologies. When you identify a better solution, you deploy it.
- 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; you are obsessed with process mapping, workflow optimization, and building scalable, automated solutions
- Demonstrated ability to lead and develop a team, with specific experience in training agents on new technologies and processes
- Highly analytical and data‑fluent; you are comfortable building dashboards, interpreting complex data sets, and using your findings to drive strategic decisions
- Expert‑level knowledge of Zendesk administration (macros, triggers, workflows)
- Hands‑on experience training and tuning a chatbot (like Alhena AI)
- Proficiency with data visualization tools (e.g., Looker, Tableau)
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: 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.
- 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 — an elite recognition program featuring premium wellness memberships, exclusive networking with senior leadership, and annual leadership retreats
- Eligibility for nomination as 'We Are' Champion of the Month — monthly recognition with gift vouchers and company‑wide celebration for exceptional contributions
- 401(k) with Company Match
- Free Puffy mattress post 6 months completion
- $1,000 Puffy/Halo Board store credit post 1 year completion
Click "Apply" and take the first step.
- Mid-Senior level
- Full-time
- Product Management, Customer Service, and Quality Assurance
- Industries
- Retail
Referrals increase your chances of interviewing at Puffy by 2x
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