Customer Success Manager, Plume Design
$106-147k
+ bonus + equity
Travel as required
Platform for communications service providers
Be an early applicant
Platform for communications service providers
501-1000 employees
Be an early applicant
$106-147k
+ bonus + equity
Travel as required
501-1000 employees
Company mission
To keep you in the flow with any experiences you turn on.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
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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