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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.
Role Description:
The Vice President of Customer Success – Americas (North and South America) is responsible for driving customer value, retention, and expansion across Plume’s service provider and enterprise customers throughout North and South America. This leader will own the post-sale customer lifecycle, ensuring successful deployment, adoption, and growth of Plume’s cloud-delivered services.
This role is both strategic and operational—leading regional customer success teams, shaping customer experience strategy, and partnering cross-functionally with Sales, Product, and Support to maximize customer outcomes and revenue growth.
Responsibilities:
Customer Outcomes & Growth
- Own customer retention, expansion, and value realization across the Americas region
- Drive adoption of Plume’s services
- Develop and execute account strategies to increase customer lifetime value
- Establish executive relationships with key customers and stakeholders
Regional Leadership
- Build, lead, and scale a high-performing Customer Success organization across North and South America
- Coach and develop regional leaders, CSMs, and technical account teams
- Align regional execution with global customer success strategy
Customer Lifecycle Management
- Oversee onboarding, implementation, adoption, and ongoing success programs
- Ensure customers realize measurable business outcomes from Plume’s platform
- Develop standardized playbooks, success metrics, and health scoring models and Quarterly business reviews internally and externally
Cross-Functional Collaboration
- Partner closely with Sales on renewals, upsells, and account planning
- Work with Product and Engineering to advocate for customer needs and influence roadmap
- Collaborate with Support and Operations to ensure world-class service delivery
Data & Performance Management
- Define and track KPIs including retention, NRR, churn, adoption, and customer satisfaction (NPS/CSAT)
- Leverage data and insights to proactively identify risks and growth opportunities
- Report regional performance to executive leadership
Qualifications:
Experience
- 12–15+ years in Customer Success, Account Management, or related leadership roles
- Proven experience leading regional or global teams in SaaS, cloud, or telecom environments
- Strong background working with service providers (ISPs, MSOs, telcos) preferred
- Demonstrated success driving retention and expansion in complex, enterprise accounts
Leadership & Skills
- Exceptional executive presence and customer-facing communication skills
- Strong commercial acumen with a track record of owning revenue outcomes
- Experience scaling teams across multiple countries and cultures
- Data-driven mindset with the ability to operationalize insights
Technical & Industry Knowledge
- Familiarity with networking, WiFi, and/or cloud-delivered services is highly desirable
- Understanding of subscription business models and platform adoption dynamics
Location
- United States (preferred)
- Willingness to travel domestically and internationally (~20–30%)
Why This Role at Plume
- Opportunity to shape customer success strategy at a category-defining AI networking company
- Direct impact on global growth and customer experience
- Work with leading service providers transforming connectivity and smart environments
Total Compensation package would include: anticipated base compensation range of $225,000 - $240,000 + commission + bonus + equity + benefits. Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.
An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.
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.
Ready to apply?
Apply to Plume
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.
This is a technical role, providing technical support to Plume’s Enterprise customers and their various technical teams. The role covers Project/Account Management, Feature Design, implementation management of technologies and process definition. This person will be responsible for developing and maintaining expertise on the customers systems and processes as it relates to Plumes platform.
The Technical Account Manager will be required to develop and maintain an expertise in the relevant Plume products and ensure a high level of customer satisfaction. In addition to knowledge on the Plume Products, the TAM will be expected to be the front line of communication with the customer as it relates to triaging issues, helping define requirements for new features, coordinating other Plume functions, representing Plumes platform capabilities such as Pods, Gateway Devices, APIs, Data, roadmaps and firmware integrations. This role will support our APAC customers.
Responsibilities:
- Work closely with Service Providers, Enterprise customers and their product technical teams to develop a good understanding of the technical issues and to coordinate the resolution within Plume. Provide both strategic and day-to-day technical expertise and support for assigned accounts.
- Act as technical liaison between Plume technical teams and other vendors of Customers such as ODM’s, chipset vendors and 3rd party software providers
- Identify Platform API product enhancement opportunities based on support trends
- Provide technical post-sales support and guidance for Platform API users
- Answer set-up related and how-to questions for Platform API users
- Drive diagnosis, troubleshooting and thorough testing of reported problems that are not easily reproducible
- Lead cross-functional customer experience review sessions with Product and Engineering to support development of innovative solutions. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests.
- Coordinate the definition of requirements for new features, design and ultimately development and deployment
- Help create processes and documentation for the TAM team
- Be the Subject Matter Expert for the Plume platform
Required Skills:
- Team player
- Strong verbal and written technical communication
- Working experience in managing projects involving Gateway and CPE devices
- Strong experience in triaging issues and managing communication across cross vendor technical and product teams
- Strong understanding of cloud computing architecture, technical design, and implementations including Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) delivery models
- Network management and troubleshooting skills like Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec & IPtables
- Strong operating and troubleshooting knowledge across LAN/WAN technologies like switching and routing
- A demonstrated understanding of the key technology components that make up Cloud such as virtualization, networking, workloads/applications, and API’s
- Good understanding of wireless technologies like 802.11a/b/c/g/n/ac/ax
- Experience in using collaboration tools like Jira, Confluence and Slack to manage complex projects
Qualifications:
- BA/BS degree in Computer Science or related technical field or equivalent practical experience.
- At least 3 years work experience in network operations and management and SaaS services as an Architect and Support Engineering.
- English fluency
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.
Ready to apply?
Apply to Plume