Customer Success Director

Plume•Denver, CO

14d•$145,000 - $165,000•Hybrid

About The Position

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, 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 now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data. With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing 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 will not be successful unless our customers are receiving proven value from our services. As such, 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), and ultimately. We focus on outcomes and real-world results. This role closely collaborates with Sales, Product, Finance, and Engineering.

Requirements

10+ years experience in managing key accounts. But we like to look at what and how you have built, not necessarily how many years you have been doing it.
Ideally technical background of e.g. professional services, consulting and experience in a high growth SaaS company.
Experience operating in a complex customer environment with the ability to operate at senior levels with a track record for delivering.
Relevant Masters/Bachelor’s degree
Ability to manage 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

Nice To Haves

Big bonus if familiarity with the communications / broadband industry

Responsibilities

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, be intuitive in anticipating problems and opportunities.
Work closely with the customer to identify opportunities for operational improvement.
Perform business review meetings, advise on strategy, specifically 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 our 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 aggressive growth goals
Identify opportunities for continuous improvement
Recognize trends across similarly situated customers
Bring to Plume your expertise and help us get better
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 and focus on selling 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