Customer Success Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of key ISP clients

• Take charge of onboarding, adoption, value realization, and customer health throughout the entire customer lifecycle

• Cultivate a comprehensive understanding of each client's business model, go-to-market strategy, and success indicators

• Facilitate Executive Business Reviews centered on outcomes, ROI, and future strategy

• Serve as a trusted advisor on best practices in product, operations, and go-to-market

• Drive renewals and retention while proactively identifying and addressing churn risks

• Collaborate with Sales to pinpoint cross-sell and upsell opportunities while maintaining a non-quota carrying role

• Contribute to the development and scaling of Plume's Customer Success function

• Enhance customer journeys, playbooks, tools, and engagement models

• Analyze account trends to derive repeatable best practices and strategic insights

• Assist in defining and standardizing Plume's Customer Success methodology

• Collaborate with Product, Sales, Marketing, and Technical teams to achieve unified customer outcomes

• Represent customers internally and influence the product roadmap through structured feedback

• Support customer advocacy initiatives, including case studies, references, and success stories

• Engage leadership on strategic accounts, escalations, and performance metrics

⛳️ Requirements

• Minimum of 10 years of experience in a dedicated Customer Success role managing strategic or enterprise accounts

• Demonstrated expertise in onboarding and implementation, adoption and usage enhancement, value realization and ROI communication, customer health and lifecycle management, as well as renewals and retention

• Significant knowledge of the ISP (Internet Service Provider) industry is preferred

• Familiarity with go-to-market models and growth drivers, network operations and service delivery, customer support frameworks, wireless technologies and CPE, along with emerging AI applications in ISP operations

• Strong commercial insight with the ability to balance customer value against business outcomes

• Proficient in stakeholder management, including engagement at the executive level

• Experience collaborating across functions with Sales, Product, and Engineering teams

• Analytical and structured thinker with a data-driven approach to customer outcomes

• Exceptional communication and presentation abilities

• Bachelor's degree or equivalent experience

🏝️ Benefits

• Bonus

• Equity

• 401k plan with company match

• Basic life insurance

• Health benefits

• Dental benefits

• Vision benefits

• Additional benefits and perks