Customer Success Director

Life at Plume

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 Director

Plume operates a recurring revenue model where long-term growth depends on ISP customers realizing measurable, sustained value from our platform. Customer Success is therefore a core driver of retention, expansion, and profitability.

We are 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. We are specifically looking for candidates whose career has been rooted in Customer Success!

You will act as a trusted advisor to executive stakeholders, aligning Plume’s platform to customer business goals and ensuring measurable impact across growth, churn reduction, cost efficiency, and customer experience.

What You’ll Do

Own Customer Outcomes Across a Strategic Portfolio

Manage a portfolio of strategic ISP customers (defined as a set of named, high-value accounts with long-term revenue and growth potential).

Own onboarding, adoption, value realization, and customer health across the full customer lifecycle.

Develop deep understanding of each customer’s business model, GTM strategy, and success metrics.

Lead Executive Business Reviews (EBRs) focused on outcomes, ROI, and forward strategy.

Act as a trusted advisor, guiding customers on best practices across product, operations, and go-to-market.

Drive renewals and retention, proactively identifying and mitigating churn risk.

Partner with Sales to identify expansion opportunities (cross-sell/upsell), while remaining non-quota carrying.

Scale and Improve Customer Success at Plume

Contribute to building and scaling Plume’s Customer Success function.

Identify opportunities to improve customer journeys, playbooks, tooling, and engagement models.

Analyze trends across accounts to inform repeatable best practices and strategic insights.

Help define and standardize the Plume Customer Success methodology.

Drive Cross-Functional Alignment & Advocacy

Partner with Product, Sales, Marketing, and Technical teams to deliver unified customer outcomes.

Advocate for customers internally and influence product roadmap through structured feedback.

Support customer advocacy programs (case studies, references, success stories).

Engage leadership on strategic accounts, escalations, and performance metrics.

Required Experience & Skills

10+ years of experience in a dedicated Customer Success function managing strategic or enterprise accounts

Proven experience across key Customer Success functions:

○ Onboarding & implementation○ Adoption & usage growth○ Value realization & ROI articulation○ Customer health & lifecycle management○ Renewals & retention

Deep knowledge of the ISP (Internet Service Provider) industry, preferred:

○ Go-to-market models and growth drivers○ Network operations and service delivery○ Customer support models○ Wireless technologies and CPE○ Emerging applications of AI in ISP operations

Strong commercial acumen with ability to balance customer value and business outcomes

Skilled in stakeholder management, including executive-level engagement

Experience working cross-functionally with Sales, Product, and Engineering teams

Analytical and structured thinker with a data-driven approach to customer outcomes

Excellent communication and presentation skills

Bachelor’s degree (or equivalent experience)

Total compensation package would include: An anticipated base compensation of $160,000.00 + bonus + equity + benefits. Benefits include: a 401k plan and company match, basic life insurance, and unparalleled health, dental, vision, and other benefits and perks. An employee's base salary may depend on a number of factors including job-related knowledge, education, skills, experience, and other business-related considerations.

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About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.