Customer Success Director

Overview

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. We’ve built the world’s first open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale. We deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform.

We’re expanding rapidly and achieved Series F funding in four years. Our customers include many of the world’s largest Internet Service Providers (ISPs) who look to Plume to evolve their smart home offerings while gleaning insights from their data. We work with a bias for action and a love for being trailblazers, building a team of world-class builders, thinkers, and doers as we reinvent what’s possible every day.

At Plume, Customer Success is vital to our long-term growth, achieved through the value our platform delivers to our customers. We need a senior Customer Success Manager (CSM) to drive adoption and consumption for our largest communications industry customers. This role includes strategy alignment, project execution, escalation management, adoption, customer advocacy, roadmap awareness, and opportunity identification for cross- and upsell (but not closing/quota carrying).

We focus on outcomes and real-world results and closely collaborate with Sales, Product, Finance, and Engineering.

• Drive Customer Success Outcomes for an assigned portfolio of customers
• Be the quarterback of the account, organizing the people and functions to work in concert with the outcomes you’re driving
• Maintain close communication with all levels in the customer organization, and be intuitive in anticipating problems and opportunities
• Work with the customer to identify opportunities for operational improvement
• Perform business review meetings and advise on strategy in process, best practices, and use of the Plume platform
• Influence future lifetime value through higher adoption, customer satisfaction, and health management
• Expand revenue within accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners
• Manage contractual obligations throughout the contract life cycle
• Renew customers and prevent churn
• Educate the customer on the Plume rolling 4Q roadmap, at minimum quarterly, and jointly explore how new Plume services can be leveraged for the customer

• Help manage our Customer Success practice and contribute to growth
• Contribute to Plume’s evolving customer success practice and growth goals
• Identify opportunities for continuous improvement
• Recognize trends across similarly situated customers
• Bring your expertise to Plume to help us improve
• Foster Customer Success cross-departmental alignment

• Drive new business growth through case studies, advocacy, and referenceability
• Align with Marketing around marketing to existing clients, best practices, and GTM approaches
• Align with Product around driving the product roadmap including customer feedback loops
• Align with Sales around cross-sell and up-sell with a retention focus
• Align with Finance around measurement and forecasting
• Align with the Executive Team around sponsorship, escalations, and key metrics and objectives
• Be the primary customer advocate internally at Plume

• 10+ years experience in managing key accounts. We evaluate what you have built and how you have done it, not just years of experience.
• Ideally a technical background in professional services, consulting, and experience in a high-growth SaaS company
• Big bonus if familiarity with the communications / broadband industry
• Experience operating in a complex customer environment with the ability to operate at senior levels with a track record of delivering
• Relevant Master’s/Bachelor’s degree
• Ability to influence through persuasion, negotiation, and consensus-building
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demo…