Vice President, Customer Success

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:

• 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

• 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

• 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

• 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

• 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:

• 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

• 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

• Familiarity with networking, WiFi, and/or cloud-delivered services is highly desirable
• Understanding of subscription business models and platform adoption dynamics

• United States (preferred)
• Willingness to travel domestically and internationally (~20–30%)

• 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.

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.