Customer Success Director

Overview

At Plume, Customer Success is vital to our long-term growth, achieved through the value our platform delivers to our customers. We will not be successful unless our customers are receiving proven value from our services. We need a senior CSM to drive adoption and consumption for our largest communications industry customers. This role includes responsibilities such as 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. This role closely collaborates 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.
  • Keep in close communication with all levels in the customer organization, anticipate problems and opportunities.
  • Identify opportunities for operational improvement with the customer.
  • Perform business review meetings, advise on strategy in the domains of process, best practices, and use of the platform.
  • Influence future lifetime value through higher adoption, customer satisfaction and overall health management.
  • Expand revenue in 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 our evolving customer success practice and to Plume’s overall growth goals.
  • Identify opportunities for continuous improvement.
  • Recognize trends across similarly situated customers.
  • Bring your expertise to Plume and help us get better.

• 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 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 value what you have built, not just years of experience.
• Ideally a technical background in professional services or 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.
• Demonstrated desire for continuous learning and improvement.
• Excellent communication and presentation skills.
• Innovation and growth-driven.
• Readiness to travel.

HYBRID - This position requires someone to come into our customer offices in Denver, CO, 3 days a week.

The total compensation package would include: anticipated base compensation range of $ - $ + bonus + equity + benefits. Benefits include: a 401(k) plan and a company match, basic life insurance, plus health, dental, vision, and other benefits and perks. Please see the details for more information.

An employee’s base salary and their position within the range may depend on a number of factors, including job-related knowledge, education, skills, experience, and other business-related considerations. Published ranges are provided in good faith at the time of posting.