Program Manager – Customer Success

Plume Design, Inc

. 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 .

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical program management and change management within customer-facing environments, ensuring effective communication and collaboration across cross-functional teams. Proficient in managing program delivery, risk management, and stakeholder engagement to enhance customer success.

Highest-signal resume keywords

Technical Program ManagementChange ManagementCross-Functional CollaborationRisk ManagementCustomer-Facing Technical Role

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program DeliveryStatus ReportingRisk ManagementTechnical Account ManagementSolutions Engineering

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationStakeholder Presentation

Tools & Technologies

SalesforceJiraGong

Certifications & Qualifications

PMPPMI-ACP

Industry Keywords

TelecommunicationsBroadbandISPSmart HomeIoT

Tech Stack

Tools & technologies

IoTPMP

About the role

Key responsibilities & impact

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 fit each customer's environment and use case
Lead change management for product and platform updates, including enablement materials, communication plans, and training
Serve as the technical intermediary between end customers and the Network Operations Center, triaging customer issues, routing them to the right team, and ensuring timely resolution
Maintain program trackers, status reporting, and risk/issue logs, and run cadences that keep leadership informed
Partner with the VP of Customer Experience to prioritize initiatives, flag risks, and represent the customer voice
Build working relationships across Customer Success, NOC, Engineering, and Product to move technical issues and program updates quickly

Requirements

What you’ll need

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

Benefits

Comp & perks

Bonus
Equity
401k plan and company match
Basic life insurance
Health benefits
Dental benefits
Vision benefits
Other benefits and perks
Remote work / work from home