Customer Success Manager, Plume Design
More information about location
3 days a week in office
Platform for communications service providers
Be an early applicant
Platform for communications service providers
501-1000 employees
Be an early applicant
More information about location
3 days a week in office
501-1000 employees
Company mission
To keep you in the flow with any experiences you turn on.
Role
Who you are
- 5–10 years of experience in Customer Success, Account Management, or Solution Consulting in a B2B SaaS environment
- Proven ability to manage complex enterprise relationships with C-level stakeholders
- Excellent communication, presentation, and stakeholder management skills
- Strong analytical and problem-solving capabilities
- Self-starter with a bias for action and a passion for customer-centricity
- Domain expertise in the industry
What the job involves
- We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our team and support our growing portfolio of enterprise clients, representing Plume onsite at the customer's location
- As a CSM, you will be the strategic partner and advocate for some of our most important customers, driving product adoption, ensuring business outcomes, and fostering long-term partnerships
- You’ll collaborate closely with Sales, Product, Support, and Engineering to deliver an exceptional customer experience that drives satisfaction, renewal, and expansion
- Own the post-sale relationship with enterprise customers, guiding them from onboarding to renewal
- Embed yourself onsite with the customer to help identify functions/use cases that can realize the value of the platform, as well as help the customer solve business problems using data
- Develop strategic success plans aligned with customer business goals and KPIs
- Drive product adoption and usage through proactive engagement, training, and education
- Conduct regular QBRs (Quarterly Business Reviews) and performance check-ins with key stakeholders
- Act as a trusted advisor, identifying opportunities for upsell, expansion, and value realization
- Act as the customer’s voice internally, influencing product roadmap, UX priorities, and service delivery
- Collaborate with Support and Engineering teams on issue resolution and ensure timely escalations
- Gather product feedback and insights to inform internal roadmap discussions
- Monitor account health, usage metrics, and engagement data to mitigate churn risks
- Contribute to CS team initiatives, playbook development, and process improvements
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
(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.
Fahri Diner
(Chief Servant of Plume's people, customers and stakeholders)Currently Board Member at Kateeva and Tula Technology, Managing Director at Sigma Partners and Proprietor at Skipstone.
Adam Hotchkiss
(Vice President of Customer Solutions)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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