--- title: 'Customer Success Director at Plume' canonical: 'https://feeny.ai/job/customer-success-director-plume-united-states-t674pm2vvgcn' type: 'job' last_seen: '2026-11-08' --- # Customer Success Director at Plume - **Company:** Plume - **Location:** United States - **Work type:** remote - **Posted:** 2026-10-29 - **Last confirmed live:** 2026-11-08 - **Apply:** https://www.plume.com/career-opportunities/?gh_jid=8918211002 ## Job description 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 60 million locations globally and have managed over 3 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 Internet Service Providers (ISPs) 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. Customer Success Director 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 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 Plume’s 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 (defined as a set of named, high-value accounts 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 at Plume - Contribute to building and scaling Plume’s 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 Plume 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 (Internet Service Provider) 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) Total compensation package would include: An anticipated base compensation of $160,000.00 + bonus + equity + benefits. Benefits include: a 401k plan and company match, basic life insurance, and unparalleled health, dental, vision, and other benefits and perks. An employee's base salary may depend on a number of factors including job-related knowledge, education, skills, experience, and other business-related considerations. #RemoteWork #LI-Remote #WorkFromHome #RemoteJob #WFH ## About Plume As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as 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 ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture. Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law. ## About Plume ## Company Overview - **One-liner**: Plume provides a cloud-managed, AI-powered platform for Internet Service Providers (ISPs) to deliver optimized Wi-Fi, security, and subscriber experience services to homes and businesses. - **Entity Type**: Private (Funding Stage: Late-stage Venture, $722.4M total funding) - **Headquarters**: Palo Alto, California, United States - **Founded**: 2015 - **Founders**: Not publicly listed as a single founder; the company was founded by a team of engineers and technologists. ## Core Business - **Primary industry/industries**: Telecommunications, Smart Home Technology, AI/Cloud-Managed Wi-Fi, Cybersecurity - **Target customers**: B2B – primarily Internet Service Providers (ISPs) and Communications Service Providers (CSPs) globally. End-users are the ISPs' subscribers (households and small businesses). - **Mission or purpose statement**: To accelerate the evolution of smart spaces and deliver smart technology to homes, businesses, and beyond, creating more connected moments. ## Products & Services - **Plume Cloud Platform (Intelligence, Orchestration, Engagement)**: The core SaaS platform that uses AI and data from over 500 million connected devices to provide self-optimizing Wi-Fi, network security, and subscriber engagement tools for ISPs. - **OpenSync®**: An open-source framework that allows ISPs to deploy Plume's services on any compatible hardware, enabling flexibility and broad integration. - **Sweepr (Acquired)**: An AI-powered care orchestration platform that helps telecom operators automate and personalize customer support journeys (onboarding, technical support, billing), reducing call center costs. ## Market Standing - **Valuation**: Not publicly disclosed. Total funding is $722.4M. - **Key Metric**: Annual Revenue of $100.0M (estimated). Total Funding of $722.4M across 7 rounds. - **Notable Investors/Partners**: Key investors include Insight Partners, Sapphire Ventures, and others. Partners include major ISPs like Bell, Charter, Jio, J:COM, Liberty Global, and FPT Telecom. The company has partnerships with leading silicon, CPE, and platform SDK vendors. - **Growth Signals**: - Expanded ISP partnerships to more than 450 across 58 countries. - Acquired Sweepr, an AI care orchestration platform. - Launched the industry’s first open Agentic AI platform for ISPs. - Deployed advanced WiFi 7 technology with marquee ISPs like J:COM and FPT Telecom. - Headcount grew 7.2% year-over-year to 343 employees. - Active job postings increased 35.3% year-over-year. - Received "Most Loved Workplace®" Certification in 2026. ## Competitive Advantages - **Massive Data Moat**: The platform collects telemetry and insights from nearly 500 million connected devices, creating a unique dataset to train its AI models for predictive optimization and proactive care. - **Open and Flexible Architecture**: OpenSync® is an open-source framework, allowing ISPs to use any hardware they choose, reducing vendor lock-in and enabling broader market adoption. - **End-to-End Solution**: The acquisition of Sweepr unifies network intelligence and digital care into a single platform, offering ISPs a complete workflow solution from network optimization to customer support. ## Strategic Focus - **Agentic AI & Automation**: Leading with an open Agentic AI platform to automate network management and customer care, reducing operational costs for ISPs. - **Global ISP Expansion**: Deepening partnerships with existing ISPs and expanding into new markets, particularly with advanced technologies like WiFi 7. - **Culture Transformation**: Under new CEO Dan Herscovici (appointed April 2025), a major focus is on rebuilding trust, strengthening accountability, and creating an inclusive, employee-first culture. ## Why Work Here - **Culture & Recognition**: Recently (April 2026) earned "Most Loved Workplace®" Certification, a significant milestone following a company-wide culture transformation. Employees report deep positive sentiment and alignment with company values. - **Global & Remote-First**: Plume operates in 28 countries and has a remote/flexible work policy. Offices are located in Palo Alto, CA, and other global hubs. - **Comprehensive Benefits**: Competitive health insurance, generous vacation, health/wellness reimbursement (including Premium Strava membership), retirement savings contributions, monthly data/phone allowance, home-office setup allowance, parental leave, and professional development opportunities. - **Diverse & Inclusive**: Explicitly states an inclusive environment where people of all identities are welcome, and hiring is based on merit. - **Innovative Work**: Engineers work on cutting-edge technology including AI, cloud-scale data platforms, WiFi 7, and embedded systems, solving complex problems for a global customer base. - **Interview Process**: Streamlined: Recruiter > Hiring Manager > Panel Interview > Executive Interview. Technical assessments are included for engineering roles. ## Sources 1. [plume.com - About Us](https://www.plume.com/about) 2. [plume.com - Careers](https://www.plume.com/careers) 3. [plume.com - Most Loved Workplace Press Release](https://www.plume.com/newsroom/plume-earns-certified-most-loved-workplace-recognition) 4. [LinkedIn - Plume](https://www.linkedin.com/company/plume-wifi) 5. 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