Customer Success Manager
Vor 3 Tagen
**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 45 million locations globally and have managed over 2.2 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 Communications Service Providers (CSPs) 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.
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability and growth. We will not be successful unless our customers are receiving massive value from our services. As such, we need a senior CSM to drive adoption and consumption for our top communications industry customers. This role includes responsibilities such as on-boarding, adoption, advocacy, retention, roadmap awareness and opportunity identification for cross
- and upsell (but not closing / quota carrying). We focus on outcomes and real world results. This role closely collaborates with Sales, Product, Marketing and Finance.
**Responsibilities**:
- Drive Customer Success Outcomes for an assigned portfolio of customers
- Onboard new customers in a high growth environment and guide them through their success journey
- Perform business review meetings, advise on strategy, specifically in the domains of 'Go-to-Market' and 'Marketing'.
- 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
- 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
- Learn from best practices in industry
- Help create the Plume way of doing customer success management
- Customer Success cross departmental alignment
- Drive new business growth through case studies, advocacy and reference-ability.
- Align with Marketing around marketing to existing clients
- 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**:
- 5+ 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
- Relevant Masters/Bachelor's degree
- Understanding of B2C service go-to-market strategies and marketing tactics.
- 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
**About Plume**
As the creator of the only open, hardware-independent, cloud-controlled experience platform for CSPs and their subscribers, Plume partners with over 350 CSP 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 CSPs to decouple their servi
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