Vice President of Customer Success, Plume Design
$225-240k
+ commission + bonus + equity
More information about location
Platform for communications service providers
Be an early applicant
Platform for communications service providers
501-1000 employees
Be an early applicant
$225-240k
+ commission + bonus + equity
More information about location
501-1000 employees
Company mission
To keep you in the flow with any experiences you turn on.
Role
Who you are
- 12–15+ years in Customer Success, Account Management, or related leadership roles
- Proven experience leading regional or global teams in SaaS, cloud, or telecom environments
- Strong background working with service providers (ISPs, MSOs, telcos) preferred
- Demonstrated success driving retention and expansion in complex, enterprise accounts
- Exceptional executive presence and customer-facing communication skills
- Strong commercial acumen with a track record of owning revenue outcomes
- Experience scaling teams across multiple countries and cultures
- Data-driven mindset with the ability to operationalize insights
- Familiarity with networking, WiFi, and/or cloud-delivered services is highly desirable
- Understanding of subscription business models and platform adoption dynamics
What the job involves
- The Vice President of Customer Success – Americas (North and South America) is responsible for driving customer value, retention, and expansion across Plume’s service provider and enterprise customers throughout North and South America
- This leader will own the post-sale customer lifecycle, ensuring successful deployment, adoption, and growth of Plume’s cloud-delivered services
- This role is both strategic and operational—leading regional customer success teams, shaping customer experience strategy, and partnering cross-functionally with Sales, Product, and Support to maximize customer outcomes and revenue growth
- Own customer retention, expansion, and value realization across the Americas region
- Drive adoption of Plume’s services
- Develop and execute account strategies to increase customer lifetime value
- Establish executive relationships with key customers and stakeholders
- Build, lead, and scale a high-performing Customer Success organization across North and South America
- Coach and develop regional leaders, CSMs, and technical account teams
- Align regional execution with global customer success strategy
- Oversee onboarding, implementation, adoption, and ongoing success programs
- Ensure customers realize measurable business outcomes from Plume’s platform
- Develop standardized playbooks, success metrics, and health scoring models and Quarterly business reviews internally and externally
- Partner closely with Sales on renewals, upsells, and account planning
- Work with Product and Engineering to advocate for customer needs and influence roadmap
- Collaborate with Support and Operations to ensure world-class service delivery
- Define and track KPIs including retention, NRR, churn, adoption, and customer satisfaction (NPS/CSAT)
- Leverage data and insights to proactively identify risks and growth opportunities
- Report regional performance to executive leadership
Our take
Smart devices within the home have become the norm, but Plume Design believes that this influx of revolutionary home tech is only as smart as the networks that support them. With many issues concerning smart devices, treatment is reliant on generic WiFi, unsafe networks, and expensive analysis. Plume Design remedies this with cloud-controlled internet platforms that are defined by the needs of the devices that use them.
With home office setups now the norm, Plume has fast become a necessary service for many small businesses and casual users. Its smart Wi-Fi networks are ground-level products upon which Plume offers more smart home services and it now has more than a billion devices on its network.
With substantial funding behind it, Plume’s post-COVID surge in business was one thing, but keeping up the momentum throughout the 2020s is quite another. Time will tell if the company can continue on its upward trajectory. But as long as it keeps its networks fresh (as it did in 2022 through its partnership with OpenSync software agent SamKnows), it shouldn’t have a problem as it scales up.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2021
$300m
LATE VC
Feb 2021
$270m
SERIES E
Total funding: $697.4m
Company benefits
- Lifetime Plume HomePass membership
- Allowance for home-office set up
- Monthly data or phone allowance
- Plume employee referral bonus program
- Public transportation reimbursement
- Retirement savings contributions
- Employee discounts
- Patent submission support and incentive award program
- Competitive and comprehensive health insurance coverage and extended benefits such as dental, vision, life, short/long-term disability insurance, and FSA/HSA (detailed coverage may vary by location)
- Employee assistance program
- Generous vacation policy to ensure time to recharge (open paid time off or generous accrued paid time off based on location)
- Health and wellness reimbursement and a Premium Strava membership
- Holistic health platform through Walking on Earth
- Generous parental leave policy
- Online and in-person team-building events
- PlumeStrong - our corporate social responsibility program designed to apply our resources (time, brainpower, product, money) for good
- Remote/flexible work arrangements
- Professional development opportunities
- Immigration support
Company HQ
Downtown North, Palo Alto, CA
Leadership
Sri Nathan
(Co-Founder & Vice President of Major Accounts)Previously Co-Founder & Vice President of Business Development at Menara Networks, Vice President and Executive Consultant at Schema, and CEO at Liwana Technologies and Jasmine Networks.
Adam Hotchkiss
(Co-Founder & Chief Product Officer)Previously Vice President of Menara Networks, Sales at ADVA Optical Networking, Product Line Management at Qtera / Nortel and Product Manager at Fujitsu Network Communications.
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