Customer Success Director

Senior • Remote

Customer Success Director (Strategic Accounts)

Plume operates a recurring revenue model where long-term growth depends on ISP customers realizing measurable, sustained value from our platform. Customer Success is therefore a core driver of retention, expansion, and profitability.

We are seeking a Customer Success Director (Strategic Accounts) to own a portfolio of high-value ISP customers and drive adoption, value realization, retention, and expansion. This is a post-sales, non-quota-carrying role focused on maximizing customer outcomes while partnering closely with Sales on growth opportunities. We are specifically looking for candidates whose career has been rooted in Customer Success.

You will act as a trusted advisor to executive stakeholders, aligning the platform to customer business goals and ensuring measurable impact across growth, churn reduction, cost efficiency, and customer experience.

What You'll Do

Own Customer Outcomes Across a Strategic Portfolio
- Manage a portfolio of strategic ISP customers with long-term revenue and growth potential.
- Own onboarding, adoption, value realization, and customer health across the full customer lifecycle.
- Develop deep understanding of each customer's business model, GTM strategy, and success metrics.
- Lead Executive Business Reviews (EBRs) focused on outcomes, ROI, and forward strategy.
- Act as a trusted advisor, guiding customers on best practices across product, operations, and go-to-market.
- Drive renewals and retention, proactively identifying and mitigating churn risk.
- Partner with Sales to identify expansion opportunities (cross-sell/upsell), while remaining non-quota carrying.
Scale and Improve Customer Success
- Contribute to building and scaling the Customer Success function.
- Identify opportunities to improve customer journeys, playbooks, tooling, and engagement models.
- Analyze trends across accounts to inform repeatable best practices and strategic insights.
- Help define and standardize the Customer Success methodology.
Drive Cross-Functional Alignment & Advocacy
- Partner with Product, Sales, Marketing, and Technical teams to deliver unified customer outcomes.
- Advocate for customers internally and influence product roadmap through structured feedback.
- Support customer advocacy programs (case studies, references, success stories).
- Engage leadership on strategic accounts, escalations, and performance metrics.

Required Experience & Skills

10+ years of experience in a dedicated Customer Success function managing strategic or enterprise accounts.
Proven experience across key Customer Success functions: onboarding & implementation; adoption & usage growth; value realization & ROI articulation; customer health & lifecycle management; renewals & retention.
Deep knowledge of the ISP industry, including go-to-market models and growth drivers, network operations and service delivery, customer support models, wireless technologies and CPE, and emerging applications of AI in ISP operations.
Strong commercial acumen with ability to balance customer value and business outcomes.
Skilled in stakeholder management, including executive-level engagement.
Experience working cross-functionally with Sales, Product, and Engineering teams.
Analytical and structured thinker with a data-driven approach to customer outcomes.
Excellent communication and presentation skills.
Bachelor's degree (or equivalent experience).

Total Compensation & Benefits

Anticipated base compensation of $160,000.00 + bonus + equity + benefits.
401k plan and company match.
Basic life insurance.
Health, dental, vision, and additional benefits and perks.
Base salary dependent on job-related knowledge, education, skills, experience, and other business-related considerations.

Plume

Plume is a technology company operating in the smart home and connectivity industry, providing a cloud-controlled, hardware-independent SaaS platform for Internet Service Providers (ISPs). As the creator of the first open, hardware-agnostic service delivery platform for smart homes and connected spaces, Plume leverages WiFi, artificial intelligence, and machine learning to power advanced services at scale. Its OpenSync open-source framework enables ISPs to decouple hardware from service delivery and manage multi-vendor environments through a software-defined network architecture. Serving over 60 million locations and managing more than 3 billion devices globally, Plume partners with more than 400 ISPs, including major global providers. The company operates on a recurring revenue model and has experienced rapid growth, achieving Series F funding within four years. Plume’s culture emphasizes innovation, curiosity, bold thinking, and high standards of execution, with a strong commitment to equal opportunity and inclusive workplace practices.

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