Program Manager – Customer Success

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 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

• Own delivery of cross-functional programs supporting the Customer Success organization, coordinating stakeholders across product, engineering, and operations to keep scope, milestones, and resourcing on track • Act as the technical prime for Customer Success, validating that product releases, configurations, and integrations fit each customer's environment and use case • Lead change management for product and platform updates, including enablement materials, communication plans, and training • Serve as the technical intermediary between end customers and the Network Operations Center, triaging customer issues, routing them to the right team, and ensuring timely resolution • Maintain program trackers, status reporting, and risk/issue logs, and run cadences that keep leadership informed • Partner with the VP of Customer Experience to prioritize initiatives, flag risks, and represent the customer voice • Build working relationships across Customer Success, NOC, Engineering, and Product to move technical issues and program updates quickly

🎯 Requirements

• 3–5+ years of experience in technical program management, technical account management, solutions engineering, or a similar customer-facing technical role • Demonstrated experience managing cross-functional programs from kickoff through delivery, including status reporting and risk management • Experience working with or supporting NOC, escalation, or technical support processes • Experience leading or supporting change management as products or processes evolve within a customer-facing team • Strong written and verbal communication skills, with experience presenting to senior/executive stakeholders • Preferred: Experience in telecommunications, broadband/ISP, smart home, or IoT industries • Preferred: PMP, PMI-ACP, or similar program/project management certification • Preferred: Hands-on experience with Salesforce, Jira, and Gong, or comparable CRM, ticketing, and conversation-intelligence tools • Preferred: Experience working directly with engineering and NOC teams to resolve technical escalations at scale • Preferred: Background supporting B2B2C or telco/operator-facing customer relationships

🏖️ Benefits

• Bonus • Equity • 401k plan and company match • Basic life insurance • Health benefits • Dental benefits • Vision benefits • Other benefits and perks • Remote work / work from home

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