Customer Success Manager

Plume Design

Remote / United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/22/2021
  • Website: plumewifi.com
  • Company Address: 290 South California Ave. Suite 200, Palo Alto, CA, 94306

About Plume Design

At Plume, we believe that technology isn't about moving faster. It's about making moments better. Which is why we've brought relentless focus to understanding digital lifestyles people want to live, the homes where they play out, and innovate in ways to make digital experiences blossom. Our goal is simple: to keep you in the flow with any experiences you turn on. And to help you fill your house with all kinds of wonderful.

Job Description

Success in this position requires the candidate to be a ninja at managing relationships, execute programs, set goals and metrics, track and ensure progress. The candidate will be required to work across customer success, implementation, sales, marketing, product, engineering and other groups to grow successful partnerships.

Position Overview:
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our services. As such, we need a senior leader to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, adoption, advocacy, retention,training, project and program management, etc.) and outcomes (e.g., working with sales on renewals, up-sell, x-sell, etc.) as well as working cross functionally with Implementation and sales team on driving an optimal customer first model.

Responsibilities:

  • Drive Customer Success Outcomes in Mid Tier Accounts
    • Influence future lifetime value through higher SaaS adoption, customer satisfaction and overall health/risk scores
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map customer journey by persona
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies to serve each optimally
    • Identify opportunities for continuous improvement
    • Recognize trends across similarly situated customers
    • Learn from best practices in industry
  • Manage Customer Success Activities
    • Help drive Onboarding with our Implementation group
    • Training and continuous learning
    • Help oversee Implementations
    • Help with Customer Support

Renewals planning. Although we mostly have 3-5 year deals renewal starts on day 1. Know the intricacies of each customer contract and manage accordingly

    • Drive Team Based Cross-sell / Up-sell strategies
    • Advocacy and Advisory activities. Be the voice of the customer internally at Plume. Recognize customer champions to create a religion around our consumer experience management platform
  • Enhance Effectiveness and Efficiency Through Technology
    • Define and execute a plan to drive as much automation as possible 
    • Leading indicators through support systems
    • Value based nurture via customer marketing software
    • Reference and advocacy solutions based on NPS
    • End to end management via Customer Success Management platform software
  • Inspire Customer Success Across Company
    • Create company-wide culture of Customer Success based on the “why” importance
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap and process for input to such
    • 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 Executive Team around key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop
    • Create Executive Sponsor Program for key customer relationships

Required Experience/Skills:

  • 5 years experience in managing key accounts from a customer success standpoint. But we like to look at what and how you have built, not necessarily how many years you have been doing it. 
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally technical background of e.g. Professional Services as Engagement Manager or in Product Management combined with Subscription experience in a high growth SaaS company. 
  • Big bonus if familiarity of both hardware and software within the Telecom industry, particularly familiarity with embedded middle layer software and related cloud driven applications
  • 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
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Experience with automating via technology. Deep understanding of best systems for managing complex customer lifecycles. Familiarity with Salesforce is a plus. Ability to demonstrate how you scaled both an organization but also underlying infrastructure to IPO will be a big bonus. 
  • Relevant Masters/Bachelor’s degree; preference for computer science or related degrees

Location:

Location within the US

Why join the team at Plume:

  • Unique opportunity to work on a truly disruptive software product!
  • Get unique, hands-on experience with bleeding edge Smart Home and Small Business technology
  • Develop, lead and execute an industry-changing initiatives
  • Learn from the best! Join a dedicated, experienced team of professionals

Plume is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Plume. 

How do you want to make your impact?

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.