Customer Success Director

🔥 10 minutes ago

🇺🇸 United States – Remote

💵 $160k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Plume Design, Inc

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

📡 Telecommunications

☁️ SaaS

🤝 B2B

Telecommunications • SaaS • B2B

Plume Design, Inc. is a technology company that specializes in providing advanced smart home and business connectivity solutions. Their platform enhances digital interactions through innovative products like HomePass and WorkPass, designed to optimize WiFi networks for residential and commercial use, while also offering valuable insights for property management. Plume aims to improve user experiences by offering adaptive, secure, and efficient services that cater to the needs of families, small businesses, and larger property managers.

📋 Description

• Manage a portfolio of strategic ISP customers • Own onboarding, adoption, value realization, and customer health across the full customer lifecycle • Develop deep understanding of each customer’s business model, GTM strategy, and success metrics • Lead Executive Business Reviews focused on outcomes, ROI, and forward strategy • Act as a trusted advisor on best practices across product, operations, and go-to-market • Drive renewals and retention while identifying and mitigating churn risk • Partner with Sales to identify cross-sell and upsell opportunities while remaining non-quota carrying • Contribute to building and scaling Plume’s Customer Success function • Improve customer journeys, playbooks, tooling, and engagement models • Analyze account trends to inform repeatable best practices and strategic insights • Help define and standardize Plume’s Customer Success methodology • Partner with Product, Sales, Marketing, and Technical teams to deliver unified customer outcomes • Advocate for customers internally and influence the product roadmap through structured feedback • Support customer advocacy programs, including case studies, references, and success stories • Engage leadership on strategic accounts, escalations, and performance metrics

🎯 Requirements

• 10+ years of experience in a dedicated Customer Success function managing strategic or enterprise accounts • Proven experience across onboarding and implementation, adoption and usage growth, value realization and ROI articulation, customer health and lifecycle management, and renewals and retention • Deep knowledge of the ISP (Internet Service Provider) industry, preferred • Knowledge of go-to-market models and growth drivers, network operations and service delivery, customer support models, wireless technologies and CPE, and emerging applications of AI in ISP operations • Strong commercial acumen with ability to balance customer value and business outcomes • Skilled in stakeholder management, including executive-level engagement • Experience working cross-functionally with Sales, Product, and Engineering teams • Analytical and structured thinker with a data-driven approach to customer outcomes • Excellent communication and presentation skills • Bachelor’s degree or equivalent experience

🏖️ Benefits

• Bonus • Equity • 401k plan and company match • Basic life insurance • Health benefits • Dental benefits • Vision benefits • Other benefits and perks

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