Customer Success Manager

Plume

41d•$106,000 - $147,000•Remote

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. Customer Success Manager Plume operates on a recurring revenue model that depends on our ISP customers realizing sustained, high value from their investment in our services. As a result, Customer Success is critical to our long-term growth and profitability. We will only succeed if our customers can effectively leverage the Plume platform to grow their businesses, reduce churn, lower service costs, and increase customer satisfaction. To support our continued growth, we are seeking an experienced Customer Success Manager to drive adoption, consumption, and value realization for our strategic ISP customers. This role is responsible for customer onboarding, driving adoption, building advocacy, supporting retention, and identifying cross-sell and upsell opportunities (without direct closing or quota responsibility). We are highly outcome-focused, prioritizing measurable, real-world results. As a Strategic Success Manager, you will work closely with Sales, Product, Marketing, and Technical teams to ensure customers achieve maximum value from the Plume platform.

Requirements

Approximately 10 years of experience managing strategic or key customer accounts, with greater emphasis on impact, outcomes, and what you have built rather than strict tenure.
Deep knowledge of the Internet Service Provider (ISP) industry, gained through direct experience working for an ISP or through multiple years of selling or consulting to service providers, including familiarity with: o ISP go-to-market strategies o Business fundamentals that drive ISP growth and profitability o Service provisioning and network operations o Customer service operations, including inbound and outbound support models o Core wireless technologies and associated customer premises equipment (CPE), with a willingness to continuously expand technical knowledge based on customer needs o An understanding of where AI delivers the most value for ISPs, and how it can be applied across operations, customer experience, and growth initiatives
Strong ability to influence through persuasion, negotiation, and consensus-building.
Strong empathy for customers combined with a commercial mindset and passion for revenue, retention, and sustainable growth.
Solid understanding of recurring revenue business models and the key drivers of customer lifetime value.
Analytical, structured, and process-oriented mindset, with the ability to translate insights into action.
Demonstrated commitment to continuous learning and improvement.
Excellent written, verbal, and presentation skills, with the ability to engage both technical and executive audiences.
Bachelor’s or Master’s degree in a relevant field, or equivalent practical experience.
Innovation- and growth-oriented mindset.
Willingness and ability to travel as required.

Responsibilities

Drive Customer Success Outcomes for an Assigned Portfolio
Own the overall success, adoption, and long-term value realization for an assigned portfolio of strategic ISP customers.
Lead customer onboarding in a high-growth environment, orchestrating activities across Plume’s technical, consulting, and support teams.
Develop a deep understanding of each customer’s business, go-to-market strategy, competitive landscape, and key success drivers.
Understand how customers derive value from the Plume platform and services, and proactively guide them toward best practices.
Lead regular business reviews and act as a trusted advisor, with a focus on go-to-market and marketing strategy.
Improve customer health, satisfaction, and lifetime value through increased adoption and proactive engagement.
Identify and support cross-sell and upsell opportunities in collaboration with Internal Sales teams and partners (non-quota-carrying).
Manage customer contractual obligations throughout the contract lifecycle.
Drive renewals and proactively mitigate churn risk.
Contribute to the Growth and Maturity of the Customer Success Practice
Actively contribute to the evolution and scalability of Plume’s Customer Success practice in support of aggressive growth objectives.
Identify opportunities for continuous improvement in processes, tooling, and engagement models.
Recognize trends and patterns across similarly situated customers to inform strategy and best practices.
Stay informed on industry best practices and apply relevant insights to Plume’s customer success approach.
Help define and codify the “Plume way” of Customer Success management.
Cross-Functional Alignment and Customer Advocacy
Contribute to new business growth through customer advocacy, case studies, references, and success stories.
Partner with Marketing on programs and messaging targeted at existing customers.
Collaborate with Product to influence the roadmap through structured customer feedback and insights.
Align with Sales on cross-sell and upsell motions, with a strong focus on retention and long-term value.
Partner with Plume technical specialists to maintain strong technical health across accounts.
Engage with Executive leadership on customer sponsorship, escalations, and key metrics.
Serve as the primary internal advocate for the customer at Plume.