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.

Customer Success Director

Responsibilities