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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.
Customer Success Director (Strategic Accounts)
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 (Strategic Accounts) 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, including:
○ 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 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 work-from-office / In-Office role based in our Hyderabad, India location.
Job Summary:
Plume is seeking a hands-on, technically skilled Professional Services Engineer to implement Plume solutions for ISP customers. This role works directly with customers, partners, and cross-functional teams to configure, integrate, test, and validate solutions defined in the Statement of Work (SOW). The Professional Services Engineer also produces technical documentation, provides knowledge transfer and training, collaborates closely with Project Managers and Pre-Sales Architects, and ensures a smooth handoff to the Customer Success Team.
The ideal candidate is a highly technical, customer-facing person that possesses deep problem-solving skills, excellent communication, and strong ownership of solution delivery.
Primary Responsibilities:
- Execute all technical components of the solution as defined in the SOW
- Configure, validate, and optimize Plume platform components for ISP deployments
- Integrate Plume solutions with customer systems including OSS/BSS, authentication, provisioning, and monitoring systems
- Conduct API-based integrations, data mapping, configuration scripting, and end-to-end functional validation
- Troubleshoot and resolve technical issues during installation, integration, and testing phases
- Serve as the primary technical resource during implementation
- Work directly with customer engineering, NOC, operations, and partner teams to ensure solution readiness and alignment
- Provide guidance and technical recommendations throughout the deployment lifecycle
- Communicate complex concepts clearly to technical and non-technical stakeholders
- Develop customer-specific implementation guides, configuration records, runbooks, and integration documentation
- Produce detailed as-built documentation for use by customers and internal teams
- Provide structured knowledge transfer sessions for customer technical teams
- Deliver light training on system operation, configuration workflows, and best practices
- Conduct system, integration, regression, and acceptance testing aligned to SOW requirements
- Validate end-to-end solution performance, data flows, and reliability prior to launch
- Create and execute test plans, tracking defects and ensuring resolution
- Ensure deployment quality meets or exceeds Plume standards
- Work with PreSales Architects to align solution design with implementation details
- Collaborate with Project/Program Managers on timelines, risks, issues, and technical dependencies
- Interface with Engineering, Support, and Customer Success teams for escalations, bug triage, or advanced troubleshooting
- Provide technical feedback to improve Plume’s products, tools, and deployment processes
- Prepare all technical documentation required for Customer Success handoff
- Ensure customer environments are fully validated and stable before transition
- Support early operational ramp-up and address lingering issues to guarantee a clean handover
Qualification Requirements:
- 8+ years of experience as a Professional Services Engineer, Implementation Engineer, Systems Engineer, Network Engineer, or similar technical role
- Strong technical skills with ISP environments including networking, Wi-Fi, routing, switching, cloud architecture, OSS/BSS, authentication, and provisioning systems
- Hands-on experience configuring and debugging network devices, CPE, or cloud-managed platforms
- Experience with APIs, JSON, scripting, and integration workflows
- Excellent communication and customer interaction skills
- Ability to produce detailed technical documentation and deliver training
- Strong problem-solving skills and the ability to diagnose complex issues
Preferred:
- Wi-Fi and home network expertise, including wireless optimization and troubleshooting
- Experience with large-scale ISP deployments or partner ecosystem integrations.
- Knowledge of Linux, command-line tooling, or automation frameworks
- Familiarity with cloud services, microservices, or distributed systems
- Experience with Plume’s product ecosystem (OpenSync, HomePass, WorkPass, Haystack, etc.) is a strong plus
- Background in customer-facing consulting or professional services delivery
Success Indicators:
- High-quality, on-time technical implementation aligned with SOW requirements
- Clear and complete technical documentation delivered to customers and Customer Success
- High customer satisfaction with technical execution and knowledge transfer
- Low number of escalations during or after handoff
- Strong internal feedback from PreSales Architects, PMs, Engineering, and Customer Success
- Consistent adherence to Plume deployment best practices
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.
Job Summary:
Plume is seeking a hands-on, technically skilled Professional Services Engineer to implement Plume solutions for ISP customers. This role works directly with customers, partners, and cross-functional teams to configure, integrate, test, and validate solutions defined in the Statement of Work (SOW). The Professional Services Engineer also produces technical documentation, provides knowledge transfer and training, collaborates closely with Project Managers and Pre-Sales Architects, and ensures a smooth handoff to the Customer Success Team.
The ideal candidate is a highly technical, customer-facing person that possesses deep problem-solving skills, excellent communication, and strong ownership of solution delivery.
Primary Responsibilities:
- Execute all technical components of the solution as defined in the SOW
- Configure, validate, and optimize Plume platform components for ISP deployments
- Integrate Plume solutions with customer systems including OSS/BSS, authentication, provisioning, and monitoring systems
- Conduct API-based integrations, data mapping, configuration scripting, and end-to-end functional validation
- Troubleshoot and resolve technical issues during installation, integration, and testing phases
- Serve as the primary technical resource during implementation
- Work directly with customer engineering, NOC, operations, and partner teams to ensure solution readiness and alignment
- Provide guidance and technical recommendations throughout the deployment lifecycle
- Communicate complex concepts clearly to technical and non-technical stakeholders
- Develop customer-specific implementation guides, configuration records, runbooks, and integration documentation
- Produce detailed as-built documentation for use by customers and internal teams
- Provide structured knowledge transfer sessions for customer technical teams
- Deliver light training on system operation, configuration workflows, and best practices
- Conduct system, integration, regression, and acceptance testing aligned to SOW requirements
- Validate end-to-end solution performance, data flows, and reliability prior to launch
- Create and execute test plans, tracking defects and ensuring resolution
- Ensure deployment quality meets or exceeds Plume standards
- Work with PreSales Architects to align solution design with implementation details
- Collaborate with Project/Program Managers on timelines, risks, issues, and technical dependencies
- Interface with Engineering, Support, and Customer Success teams for escalations, bug triage, or advanced troubleshooting
- Provide technical feedback to improve Plume’s products, tools, and deployment processes
- Prepare all technical documentation required for Customer Success handoff
- Ensure customer environments are fully validated and stable before transition
- Support early operational ramp-up and address lingering issues to guarantee a clean handover
Qualification Requirements:
- 8+ years of experience as a Professional Services Engineer, Implementation Engineer, Systems Engineer, Network Engineer, or similar technical role
- Strong technical skills with ISP environments including networking, Wi-Fi, routing, switching, cloud architecture, OSS/BSS, authentication, and provisioning systems
- Hands-on experience configuring and debugging network devices, CPE, or cloud-managed platforms
- Experience with APIs, JSON, scripting, and integration workflows
- Excellent communication and customer interaction skills
- Ability to produce detailed technical documentation and deliver training
- Strong problem-solving skills and the ability to diagnose complex issues
Preferred:
- Wi-Fi and home network expertise, including wireless optimization and troubleshooting
- Experience with large-scale ISP deployments or partner ecosystem integrations.
- Knowledge of Linux, command-line tooling, or automation frameworks
- Familiarity with cloud services, microservices, or distributed systems
- Experience with Plume’s product ecosystem (OpenSync, HomePass, WorkPass, Haystack, etc.) is a strong plus
- Background in customer-facing consulting or professional services delivery
Success Indicators:
- High-quality, on-time technical implementation aligned with SOW requirements
- Clear and complete technical documentation delivered to customers and Customer Success
- High customer satisfaction with technical execution and knowledge transfer
- Low number of escalations during or after handoff
- Strong internal feedback from PreSales Architects, PMs, Engineering, and Customer Success
- Consistent adherence to Plume deployment best practices
#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 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