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Plume · 13 hours ago

Director of Customer Success

Denver Metropolitan Area

Full-time

Hybrid

Director/Executive

$145K/yr - $165K/yr

10+ years exp

Plume is a company focused on delivering value through its platform, and they are seeking a Director of Customer Success to drive adoption and consumption for their largest communications industry customers. This role involves strategy alignment, project execution, and customer advocacy, while collaborating closely with Sales, Product, Finance, and Engineering teams.

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Comp. & Benefits

Responsibilities

Drive Customer Success Outcomes for an assigned portfolio of customers

Be the quarterback of the account, organizing the people and functions to work in concert with the outcomes you’re driving

Keep in close communication with all levels in the customer organization, be intuitive in anticipating problems and opportunities

Work closely with the customer to identify opportunities for operational improvement

Perform business review meetings, advise on strategy, specifically in the domains of process, best practices and use of the platform

Influence future lifetime value through higher adoption, customer satisfaction and overall health management

Expand our revenue in accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners

Manage contractual obligations throughout the contract life cycle

Renew customers and prevent churn

Educate the customer on the Plume rolling 4Q roadmap, at minimum, quarterly, and jointly explore how new Plume services can be leveraged for the customer

Help manage our Customer Success practice and contribute to growth

Contribute to our evolving customer success practice and to Plume’s overall aggressive growth goals

Identify opportunities for continuous improvement

Recognize trends across similarly situated customers

Bring to Plume your expertise and help us get better

Customer Success cross-departmental alignment

Drive new business growth through case studies, advocacy, and referenceability

Align with Marketing around marketing to existing clients, best practices and GTM approaches

Align with Product around driving product roadmap including customer feedback loops

Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

Align with Finance around measurement and forecasting

Align with the Executive Team around sponsorship, escalations and key metrics and objectives

Be the primary customer advocate internally at Plume

Qualification

Customer Success ManagementKey Account ManagementSaaS ExperienceTechnical BackgroundAnalytical MindsetCommunication SkillsEmpathy for CustomersInnovation DrivenNegotiation SkillsContinuous LearningPresentation Skills

Required

10+ years experience in managing key accounts. But we like to look at what and how you have built, not necessarily how many years you have been doing it

Ideally technical background of e.g. professional services, consulting and experience in a high growth SaaS company

Big bonus if familiarity with the communications / broadband industry

Experience operating in a complex customer environment with the ability to operate at senior levels with a track record for delivering

Relevant Masters/Bachelor's degree

Ability to manage influence through persuasion, negotiation, and consensus-building

Strong empathy for customers AND passion for revenue and growth

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Excellent communication and presentation skills

Innovation and growth-driven

Readiness to travel