Customer Success Manager

Plume is a pioneering company in the technology sector, known for its innovative service delivery platform for smart homes and businesses. They are seeking an experienced Customer Success Manager to drive adoption and value realization for strategic ISP customers, ensuring customer satisfaction and retention while collaborating with various internal teams.

Responsibilities:

• Drive Customer Success Outcomes for an Assigned Portfolio
• 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

Requirements:

• 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 ISP go-to-market strategies, business fundamentals that drive ISP growth and profitability, service provisioning and network operations, customer service operations, including inbound and outbound support models, core wireless technologies and associated customer premises equipment (CPE), with a willingness to continuously expand technical knowledge based on customer needs, and 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