Customer Success Director, Plume Design
$145-165k
+ Bonus + Equity
3+ days a week in office
Platform for communications service providers
Open for applications
Platform for communications service providers
501-1000 employees
Open for applications
$145-165k
+ Bonus + Equity
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
- 10+ years experience in managing key accounts. But we like to look at what and how you have built, not necessarily how many years you have been doing it
- Ideally technical background of e.g. professional services, consulting and experience in a high growth SaaS company
- Big bonus if familiarity with the communications / broadband industry
- Experience operating in a complex customer environment with the ability to operate at senior levels with a track record for delivering
- Relevant Masters/Bachelor’s degree
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Innovation and growth-driven
- Readiness to travel
What the job involves
- At Plume, Customer Success is vital to our long-term growth, achieved through the value our platform delivers to our customers
- We will not be successful unless our customers are receiving proven value from our services
- As such, we need a senior CSM to drive adoption and consumption for our largest communications industry customers
- This role includes responsibilities such as strategy alignment, project execution, escalation management, adoption, customer advocacy, roadmap awareness, and opportunity identification for cross- and upsell (but not closing / quota carrying), and ultimately
- We focus on outcomes and real-world results
- This role closely collaborates with Sales, Product, Finance, and Engineering
- Drive Customer Success Outcomes for an assigned portfolio of customers
- Be the quarterback of the account, organizing the people and functions to work in concert with the outcomes you’re driving
- Keep in close communication with all levels in the customer organization, be intuitive in anticipating problems and opportunities
- Work closely with the customer to identify opportunities for operational improvement
- Perform business review meetings, advise on strategy, specifically in the domains of process, best practices and use of the platform
- Influence future lifetime value through higher adoption, customer satisfaction and overall health management
- Expand our revenue in accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners
- Manage contractual obligations throughout the contract life cycle
- Renew customers and prevent churn
- Educate the customer on the Plume rolling 4Q roadmap, at minimum, quarterly, and jointly explore how new Plume services can be leveraged for the customer
- Help manage our Customer Success practice and contribute to growth
- Contribute to our evolving customer success practice and to Plume’s overall aggressive growth goals
- Identify opportunities for continuous improvement
- Recognize trends across similarly situated customers
- Bring to Plume your expertise and help us get better
- Customer Success cross-departmental alignment
- Drive new business growth through case studies, advocacy, and referenceability
- Align with Marketing around marketing to existing clients, best practices and GTM approaches
- Align with Product around driving product roadmap including customer feedback loops
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Align with Finance around measurement and forecasting
- Align with the Executive Team around sponsorship, escalations and key metrics and objectives
- Be the primary customer advocate internally 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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