Customer Success Director
About The Position
Plume is seeking a Customer Success Director to own a portfolio of high-value ISP customers and drive adoption, value realization, retention, and expansion. This is a post-sales, non-quota-carrying role focused on maximizing customer outcomes while partnering closely with Sales on growth opportunities. The position requires a career rooted in Customer Success. The Director will serve as a trusted advisor to executive stakeholders, aligning Plume’s platform with customer business goals and ensuring measurable impact across growth, churn reduction, cost efficiency, and customer experience. The role also contributes to building and scaling Plume’s Customer Success function and methodology, improving customer journeys and engagement, and coordinating cross-functional teams to deliver unified customer outcomes.
Requirements
- 10+ years of experience in a dedicated Customer Success function managing strategic or enterprise accounts.
- Experience with onboarding and implementation.
- Experience driving adoption and usage growth.
- Experience with value realization and ROI articulation.
- Experience with customer health and lifecycle management.
- Experience with renewals and retention.
- Strong commercial acumen and ability to balance customer value with business outcomes.
- Stakeholder management skills, including executive-level engagement.
- Experience working cross-functionally with Sales, Product, and Engineering teams.
- Analytical, structured, and data-driven approach to customer outcomes.
- Excellent communication and presentation skills.
- Bachelor’s degree or equivalent experience.
Nice To Haves
- Deep knowledge of the ISP industry, including 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.
Responsibilities
- Manage a portfolio of strategic ISP customers with long-term revenue and growth potential.
- Own onboarding, adoption, value realization, and customer health across the full customer lifecycle.
- Develop a deep understanding of each customer’s business model, go-to-market strategy, and success metrics.
- Lead Executive Business Reviews focused on outcomes, ROI, and forward strategy.
- Advise customers on best practices across product, operations, and go-to-market.
- Drive renewals and retention by proactively 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.
- Identify opportunities to 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.
Benefits
- 401(k) plan and company match.
- Basic life insurance.
- Health, dental, and vision benefits.
- Other benefits and perks.
- Bonus and equity as part of the total compensation package.
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What This Job Offers
Job Type
Full-time
Career Level
Director
