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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing strategic customer success initiatives, focusing on onboarding, adoption, and value realization while leveraging deep knowledge of the ISP industry and go-to-market strategies. Proven ability to drive customer retention and renewals through effective stakeholder management and data-driven insights.
Highest-signal resume keywords
Customer Success ManagementOnboarding And ImplementationStakeholder ManagementData-Driven Decision MakingISP Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Value RealizationCustomer Health ManagementRenewals And RetentionGo-To-Market StrategyAnalytical Thinking
Soft Skills
Excellent CommunicationPresentation SkillsCommercial Acumen
Tools & Technologies
Customer Success MethodologyCustomer Advocacy Programs
Industry Keywords
Internet Service ProviderNetwork OperationsService DeliveryWireless TechnologiesEmerging Applications Of AI
About the role
Key responsibilities & impact- Manage a portfolio of strategic ISP customers
- 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 focused on outcomes, ROI, and forward strategy
- Act as a trusted advisor on best practices across product, operations, and go-to-market
- Drive renewals and retention while identifying and mitigating churn risk
- Partner with Sales to identify cross-sell and upsell opportunities while remaining non-quota carrying
- Contribute to building and scaling Plume’s Customer Success function
- Improve customer journeys, playbooks, tooling, and engagement models
- Analyze account trends to inform repeatable best practices and strategic insights
- Help define and standardize Plume’s Customer Success methodology
- Partner with Product, Sales, Marketing, and Technical teams to deliver unified customer outcomes
- Advocate for customers internally and influence the product roadmap through structured feedback
- Support customer advocacy programs, including case studies, references, and success stories
- Engage leadership on strategic accounts, escalations, and performance metrics
Requirements
What you’ll need- 10+ years of experience in a dedicated Customer Success function managing strategic or enterprise accounts
- Proven experience across onboarding and implementation, adoption and usage growth, value realization and ROI articulation, customer health and lifecycle management, and renewals and retention
- Deep knowledge of the ISP (Internet Service Provider) industry, preferred
- Knowledge of go-to-market models and growth drivers, network operations and service delivery, customer support models, wireless technologies and CPE, and emerging applications of AI in ISP operations
- Strong commercial acumen with ability to balance customer value and business outcomes
- Skilled in stakeholder management, including executive-level engagement
- Experience working cross-functionally with Sales, Product, and Engineering teams
- Analytical and structured thinker with a data-driven approach to customer outcomes
- Excellent communication and presentation skills
- Bachelor’s degree or equivalent experience
Benefits
Comp & perks- Bonus
- Equity
- 401k plan and company match
- Basic life insurance
- Health benefits
- Dental benefits
- Vision benefits
- Other benefits and perks