Program Manager - Customer Success

Plume

16h•Remote

About The Position

Plume is seeking a Technical Program Manager to join its Customer Experience organization, reporting directly to the VP of Customer Experience. The role sits at the intersection of technical delivery, program management, and customer success, connecting Product and Engineering teams with the Customer Success organization that supports operator partners. The role serves as the technical prime for Customer Success, ensuring solutions fit customer needs and environments; leads cross-functional programs and change management as new capabilities roll out; and acts as a technical intermediary between end customers and the Network Operations Center (NOC). It also supports PMO operations through program tracking, status reporting, risk and issue management, and leadership cadences, while partnering with the VP of Customer Experience to prioritize initiatives and represent the customer voice.

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, including experience presenting to senior or executive stakeholders.
Ability to translate between technical and non-technical audiences.
Ability to manage multiple concurrent initiatives with competing priorities and deadlines.

Nice To Haves

Experience in telecommunications, broadband/ISP, smart home, or IoT industries.
PMP, PMI-ACP, or similar program/project management certification.
Hands-on experience with Salesforce, Jira, and Gong, or comparable CRM, ticketing, and conversation-intelligence tools.
Experience working directly with Engineering and NOC teams to resolve technical escalations at scale.
Background supporting B2B2C or telco/operator-facing customer relationships.

Responsibilities

Own delivery of cross-functional programs supporting Customer Success, coordinating Product, Engineering, and Operations stakeholders and keeping 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 as product and platform updates roll out across Customer Success, including enablement materials, communications plans, and training.
Serve as the technical intermediary between end customers and the NOC by triaging customer issues, routing them to the appropriate team, and ensuring timely resolution and clear stakeholder communication.
Support PMO functions for Customer Experience, including program trackers, status reporting, risk and issue logs, and leadership cadences.
Partner with the VP of Customer Experience to prioritize initiatives, flag risks, and represent the customer voice in technical and delivery discussions.
Build working relationships across Customer Success, NOC, Engineering, and Product to keep technical issues and program updates moving between teams.