Program Manager - Customer Success

Plume | Telecommunications

1h 15m ago

Remote In-Country

Full Time

United States of America

from $160k USD/yr

Title: Program Manager - Customer Success Location: United States

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.

The Opportunity

Plume is looking for a Technical Program Manager to join our Customer Experience organization, reporting directly to the VP of Customer Experience. This role sits at the intersection of technical delivery, program management, and customer success, acting as the connective tissue between our Product and engineering teams, and the Customer Success organization that supports our operator partners. You'll be the technical prime who ensures our solutions genuinely fit customer needs, the program lead who keeps cross-functional delivery on track, and the steady hand who guides the Customer Success team through change as new capabilities roll out.

What You Will Do

Own delivery of cross-functional programs supporting the Customer Success organization, coordinating stakeholders across product, engineering, and operations to keep scope, milestones, and resourcing on track.
Act as the technical prime for Customer Success, validating that product releases, configurations, and integrations genuinely fit each customer's environment and use case.
Lead change management as product and platform updates scale through the Customer Success team, including enablement materials, communication plans, and training so the team adopts new capabilities smoothly and confidently.
Serve as the technical intermediary between end customers and the Network Operations Center (NOC), triaging issues surfaced by customers, routing them to the right team, and ensuring timely resolution with clear communication back to all stakeholders.
Support core PMO functions for the Customer Experience organization: maintaining program trackers, status reporting, and risk/issue logs, and running the cadences that keep leadership informed.
Partner closely with the VP of Customer Experience to prioritize initiatives, flag risks early, and represent the voice of the customer in technical and delivery conversations.
Build strong working relationships across Customer Success, NOC, Engineering, and Product, so technical issues and program updates move quickly and don't get lost between teams.

Who You Are

A structured, detail-oriented operator who thrives at the intersection of technical depth and program management.
Comfortable translating between technical and non-technical audiences, from engineering and the NOC to Customer Success and executive leadership.
A natural bridge-builder who can guide a team through change and bring people along during transitions, not just announce them.
Calm and methodical under pressure when triaging live, customer-impacting technical issues.
Self-directed and comfortable juggling multiple concurrent initiatives with competing priorities and deadlines.
Genuinely curious about the product and the customer's experience of it, not just the process of shipping it.

Basic Qualifications

3–5+ years of experience in technical program management, technical account management, solutions engineering, or a similar customer-facing technical role.
Demonstrated experience managing cross-functional programs from kickoff through delivery, including status reporting and risk management.
Experience working with or supporting NOC, escalation, or technical support processes.
Experience leading or supporting change management as products or processes evolve within a customer-facing team.
Strong written and verbal communication skills, with experience presenting to senior/executive stakeholders.

Preferred Qualifications

Experience in telecommunications, broadband/ISP, smart home, or IoT industries.
PMP, PMI-ACP, or similar program/project management certification.
Hands-on experience with Salesforce, Jira, and Gong, or comparable CRM, ticketing, and conversation-intelligence tools.
Experience working directly with engineering and NOC teams to resolve technical escalations at scale.
Background supporting B2B2C or telco/operator-facing customer relationships.

Total compensation package would include: An anticipated base compensation of $160,000.00 + bonus + equity + benefits. Benefits include: a 401k plan and company match, basic life insurance, and unparalleled health, dental, vision, and other benefits and perks. An employee's base salary may depend on a number of factors including job-related knowledge, education, skills, experience, and other business-related considerations.

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About Plume

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 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.

Required Languages

🇬🇧 English