Vice President, Customer Success

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 Overview 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. Key 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 Dat ... (truncated, view full listing at source)