Life at Plume
At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.
We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.
With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.
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.
Responsibilities:
- 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
Required Experience/Skills:
- 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
HYBRID - This position requires someone to come into our customer offices in Denver, CO, 3 days a week.
The total compensation package would include: anticipated base compensation range of $145,000.00 - $165,000.00 + bonus + equity + benefits. Benefits include: a 401(k) plan and a company match, basic life insurance, plus unparalleled health, dental, vision, and other benefits and perks. Please see here for more details.
An employee’s base salary and their position within the range may depend on a number of factors, including job-related knowledge, education, skills, experience, and other business-related considerations. Published ranges are provided in good faith at the time of posting.
About Plume
As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM.
Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.
Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.
Top Skills
What We Do
The world’s first SaaS experience platform for Communications Service Providers.
At Plume, we believe that technology isn't about moving faster. It's about making moments better. Which is why we've brought relentless focus to understanding the digital lifestyles people want to live, the spaces where they play out, and innovating ways to make digital experiences blossom. As the only open and hardware-independent solution, Plume enables the rapid delivery of new services for connected homes, small business, and beyond at massive scale. For residential subscribers, Plume delivers self-optimizing WiFi, cyber-security, access controls, and more. Our purpose-built suite of smart services turns small business networks into fully connected, business intelligence platforms. And Service Providers get robust back-end applications for unprecedented visibility and support.
Our goal is simple: to keep you in the flow with any experiences you turn on. And to help you fill the spaces that matter to you with all kinds of wonderful.
With a bias for action and love for breaking molds, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We constantly challenge ourselves to think in ways that other companies don't, and work to do what should be done (rather than what can). It’s how we've assembled a team of world-class engineers, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.
We believe that the core competitive advantage in the over-the-top era resides in the ability to create new services at high cadence, deploy them at massive scale, and to orchestrate through a common data set. Our flexible, cloud-controlled platform paired with an open-source software stack decouples service creation and delivery from dependence on proprietary hardware.
