Customer Success Director

Role Overview

The Customer Success Director will own a portfolio of high-value ISP customers and drive adoption, value realization, retention, and expansion. This role will act as a trusted advisor to executive stakeholders, aligning Plume’s platform to customer business goals and ensuring measurable impact across growth, churn reduction, cost efficiency, and customer experience.

What You Will Do

The Customer Success Director will own customer outcomes across a strategic portfolio, manage onboarding, adoption, value realization, and customer health, and drive renewals and retention. They will also partner with Sales to identify expansion opportunities and scale and improve Customer Success at Plume.

Why It Might Be a Fit

The ideal candidate will have 10+ years of experience in a dedicated Customer Success function managing strategic or enterprise accounts, with a deep knowledge of the ISP industry and strong commercial acumen.

Requirements

• 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, preferred: go-to-market models and growth drivers, network operations and service delivery, customer support models, wireless technologies and CPE, 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)

Benefits

• 401k plan and company match
• Basic life insurance
• Unparalleled health, dental, vision, and other benefits and perks

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