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 – Enterprise Accounts Location: [On-site-Toronto]
We are seeking a highly motivated and experienced Customer Success Director to join our team and support our growing portfolio of enterprise clients, representing Plume onsite at the customer's location. As a CSM, you will be the strategic partner and advocate for some of our most important customers, driving product adoption, ensuring business outcomes, and fostering long-term partnerships. You’ll collaborate closely with Sales, Product, Support, and Engineering to deliver an exceptional customer experience that drives satisfaction, renewal, and expansion.
Responsibilities:
- Own the post-sale relationship with enterprise customers, guiding them from onboarding to renewal.
- Embed yourself onsite with the customer to help identify functions/use cases that can realize the value of the platform, as well as help the customer solve business problems using data.
- Develop strategic success plans aligned with customer business goals and KPIs.
- Drive product adoption and usage through proactive engagement, training, and education.
- Conduct regular QBRs (Quarterly Business Reviews) and performance check-ins with key stakeholders.
- Act as a trusted advisor, identifying opportunities for upsell, expansion, and value realization.
- Act as the customer’s voice internally, influencing product roadmap, UX priorities, and service delivery.
- Collaborate with Support and Engineering teams on issue resolution and ensure timely escalations.
- Gather product feedback and insights to inform internal roadmap discussions.
- Monitor account health, usage metrics, and engagement data to mitigate churn risks.
- Contribute to CS team initiatives, playbook development, and process improvements.
Qualifications:
- 15 years of experience in Customer Success, Account Management, or Solution Consulting in a B2B SaaS environment.
- Proven ability to manage complex enterprise relationships with C-level stakeholders.
- Excellent communication, presentation, and stakeholder management skills.
- Strong analytical and problem-solving capabilities.
- Self-starter with a bias for action and a passion for customer-centricity.
- Domain expertise in the industry.
Please note that this is a hybrid position, requiring 3 days a week of work in our customer's Toronto office.
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 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 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.
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