Customer Success Manager

Customer Success Manager

Plume operates on a recurring revenue model that depends on our ISP customers realizing sustained, high value from their investment in our services. As a result, Customer Success is critical to our long-term growth and profitability. We will only succeed if our customers can effectively leverage the Plume platform to grow their businesses, reduce churn, lower service costs, and increase customer satisfaction.

To support our continued growth, we are seeking an experienced Customer Success Manager to drive adoption, consumption, and value realization for our strategic ISP customers. This role is responsible for customer onboarding, driving adoption, building advocacy, supporting retention, and identifying cross-sell and upsell opportunities (without direct closing or quota responsibility).

We are highly outcome-focused, prioritizing measurable, real-world results. As a Strategic Success Manager, you will work closely with Sales, Product, Marketing, and Technical teams to ensure customers achieve maximum value from the Plume platform.

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.

Contribute to the Growth and Maturity of the Customer Success Practice:

• 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.

Cross-Functional Alignment and Customer Advocacy:

• 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.

Required Experience and Skills:

• 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 need
• 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.

Total Compensation package would include:

• Anticipated base compensation range of $106,000.00 - $147,000.00
• Bonus
• Equity
• Benefits
• A 401k plan and a company match
• Basic life insurance
• Unparalleled health, dental, vision, and other benefits and perks

An employee's base salary and its 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.

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