Program Manager - Customer Success

Plume is hiring a Program Manager - Customer Success to connect technical delivery, program management, and customer success. The role leads cross-functional programs, validates technical solutions against customer needs, and supports change management and issue resolution across Customer Success, Product, Engineering, and the Network Operations Center.

Responsibilities:

• Own delivery of cross-functional programs supporting the Customer Success organization, coordinating stakeholders across product, engineering, and operations to keep scope, milestones, and resourcing on track
• Act as the technical prime for Customer Success, validating that product releases, configurations, and integrations genuinely fit each customer's environment and use case
• Lead change management as product and platform updates scale through the Customer Success team, including enablement materials, communication plans, and training so the team adopts new capabilities smoothly and confidently
• Serve as the technical intermediary between end customers and the Network Operations Center (NOC), triaging issues surfaced by customers, routing them to the right team, and ensuring timely resolution with clear communication back to all stakeholders
• Support core PMO functions for the Customer Experience organization: maintaining program trackers, status reporting, and risk/issue logs, and running the cadences that keep leadership informed
• Partner closely with the VP of Customer Experience to prioritize initiatives, flag risks early, and represent the voice of the customer in technical and delivery conversations
• Build strong working relationships across Customer Success, NOC, Engineering, and Product, so technical issues and program updates move quickly and don't get lost between teams

Requirements:

• A structured, detail-oriented operator who thrives at the intersection of technical depth and program management
• Comfortable translating between technical and non-technical audiences, from engineering and the NOC to Customer Success and executive leadership
• A natural bridge-builder who can guide a team through change and bring people along during transitions, not just announce them
• Calm and methodical under pressure when triaging live, customer-impacting technical issues
• Self-directed and comfortable juggling multiple concurrent initiatives with competing priorities and deadlines
• Genuinely curious about the product and the customer's experience of it, not just the process of shipping it
• 3–5+ years of experience in technical program management, technical account management, solutions engineering, or a similar customer-facing technical role
• Demonstrated experience managing cross-functional programs from kickoff through delivery, including status reporting and risk management
• Experience working with or supporting NOC, escalation, or technical support processes
• Experience leading or supporting change management as products or processes evolve within a customer-facing team
• Strong written and verbal communication skills, with experience presenting to senior/executive stakeholders
• Experience in telecommunications, broadband/ISP, smart home, or IoT industries
• PMP, PMI-ACP, or similar program/project management certification
• Hands-on experience with Salesforce, Jira, and Gong, or comparable CRM, ticketing, and conversation-intelligence tools
• Experience working directly with engineering and NOC teams to resolve technical escalations at scale
• Background supporting B2B2C or telco/operator-facing customer relationships