Customer Success Manager 'AI-Powered' (Remote

Customer Success Manager 'AI-Powered' (Remote)

Join to apply for the Customer Success Manager 'AI-Powered' (Remote) role at Puffy
.

$90,000.00/yr - $/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'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.

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

• 1. Build the Future of AI-Powered Support

  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.

• 2. Partner with the 1%

  🏆 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.

• 3. Embrace Radical Flexibility

  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.

• 4. Own the Full Technology Stack

  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)

• 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

✅ Other Benefits:

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

Ready to Shape Your Story?

Click "Apply" and take the first step.

Mid-Senior level

Full-time

Product Management, Customer Service, and Quality Assurance

Retail