This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a high-caliber VP of Customer Success to lead our global CS organization through a period of strategic transformation. Reporting to the COO, you will be responsible for moving the team from reactive "firefighting" to a proactive, outcome-oriented machine. This role requires a unique blend of "High-Touch" mastery and technical scalability, focusing intensely on Gross Dollar Retention (GDR) and the architectural integrity of our customer journeys. You will serve as a champion for the CS function, ensuring operational boundaries are maintained while scaling our impact through AI and data-driven insights. What You’ll be Doing… - Strategic Leadership & Outcome Architecture: Transform the CS organization by implementing robust Customer Success Plans (CSPs) that are customer-validated and tied directly to measurable business impact. - Segmented Value Delivery: Identify and define value-driven segmentation of our customer base, creating raving fans for our customers by providing the right depth of value-focused support to them in achieving their people analytics goals. - GDR Ownership & Commercial Strategy: Drive a relentless focus on Gross Dollar Retention. You will coach leaders and CSMs to build a pipeline of paid service growth (CSQLs), transitioning the mindset from "free support" to value-based professional services. - Risk & Data Governance: Build and refine risk frameworks within Gainsight (or similar) that prioritize action over description. Leverage health scores to provide "no surprises" renewal forecasts to the executive team 6–9 months in advance to maintain best-in-class customer renewal KPIs. - Global Team Development: Oversee a diverse team across NA, APAC, and EMEA. You will be responsible for mentoring front-line leaders and implementing a structured career pathing matrix for CSMs. - Operational Scaling: Lead the integration of AI-assisted models and tech-touch workflows to increase team efficiency without compromising the "High-Touch" experience for our enterprise portfolios. - Cross-Functional Advocacy: Act as a firm but collaborative voice for the CS department, building a strong partnership with Sales, Product, and Marketing to ensure the team remains focused on retention and customer health. Qualifications - 10+ years in Customer Success or Account Management, with at least 4 years in a senior leadership role within a high-growth SaaS environment. - Proven track record of managing distributed teams across multiple time zones and cultures. - Deep understanding of SaaS metrics ($LTV$, $CAC$, $NRR$) and the ability to translate data into actionable playbooks. - Ability to build relationships with C-suite stakeholders at Tier-1 enterprise accounts. - Extensive experience overseeing portfolios with individual account values ranging from $100K to $3M+ ARR, particularly those requiring high levels of customer education and consultative partnership. - A proven history of managing high-performing, culturally diverse teams across multiple time zones (NA, APAC, EMEA). - Demonstrated success in transitioning legacy CS teams from reactive modes to proactive, data-driven outcomes. - Professional stamina to be measured primarily on GDR; you understand that this metric only goes down and requires a proactive, "protect-at-all-costs" mindset. - Exceptional ability to serve as an executive sponsor for Tier-1 accounts, managing high-stakes escalations and maintaining C-suite relationships. - Advanced experience with Gainsight, PlanHat, or Totango, with a specific focus on turning daily activities into predictive analytics. - A "forever learner" who actively explores how AI can augment CRM workflows and improve the overall customer experience. - While HR domain experience is helpful, we prioritize candidates with a background in complex, high-stakes SaaS environments. Requirements - Base salary range for this role is $190-$240K CAD. Pay band is commensurate with geographic location and experience.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Plume operates on a recurring revenue model that depends on our ISP customers realizing sustained, high value from their investment in our services. As a result, Customer Success is critical to our long-term growth and profitability. We will only succeed if our customers can effectively leverage the Plume platform to grow their businesses, reduce churn, lower service costs, and increase customer satisfaction. To support our continued growth, we are seeking an experienced Customer Success Manager to drive adoption, consumption, and value realization for our strategic ISP customers. This role is responsible for customer onboarding, driving adoption, building advocacy, supporting retention, and identifying cross-sell and upsell opportunities (without direct closing or quota responsibility). We are highly outcome-focused, prioritizing measurable, real-world results. As a Strategic Success Manager, you will work closely with Sales, Product, Marketing, and Technical teams to ensure customers achieve maximum value from the Plume platform. Responsibilities - Drive Customer Success Outcomes for an Assigned Portfolio - Own the overall success, adoption, and long-term value realization for an assigned portfolio of strategic ISP customers. - Lead customer onboarding in a high-growth environment, orchestrating activities across Plume’s technical, consulting, and support teams. - Develop a deep understanding of each customer’s business, go-to-market strategy, competitive landscape, and key success drivers. - Understand how customers derive value from the Plume platform and services, and proactively guide them toward best practices. - Lead regular business reviews and act as a trusted advisor, with a focus on go-to-market and marketing strategy. - Improve customer health, satisfaction, and lifetime value through increased adoption and proactive engagement. - Identify and support cross-sell and upsell opportunities in collaboration with Internal Sales teams and partners (non-quota-carrying). - Manage customer contractual obligations throughout the contract lifecycle. - Drive renewals and proactively mitigate churn risk. - Contribute to the Growth and Maturity of the Customer Success Practice - Actively contribute to the evolution and scalability of Plume’s Customer Success practice in support of aggressive growth objectives. - Identify opportunities for continuous improvement in processes, tooling, and engagement models. - Recognize trends and patterns across similarly situated customers to inform strategy and best practices. - Stay informed on industry best practices and apply relevant insights to Plume’s customer success approach. - Help define and codify the “Plume way” of Customer Success management. - Cross-Functional Alignment and Customer Advocacy - Contribute to new business growth through customer advocacy, case studies, references, and success stories. - Partner with Marketing on programs and messaging targeted at existing customers. - Collaborate with Product to influence the roadmap through structured customer feedback and insights. - Align with Sales on cross-sell and upsell motions, with a strong focus on retention and long-term value. - Partner with Plume technical specialists to maintain strong technical health across accounts. - Engage with Executive leadership on customer sponsorship, escalations, and key metrics. - Serve as the primary internal advocate for the customer at Plume. Qualifications - Approximately 10 years of experience managing strategic or key customer accounts, with greater emphasis on impact, outcomes, and what you have built rather than strict tenure. - Deep knowledge of the Internet Service Provider (ISP) industry, gained through direct experience working for an ISP or through multiple years of selling or consulting to service providers, including familiarity with: - ISP go-to-market strategies - Business fundamentals that drive ISP growth and profitability - Service provisioning and network operations - Customer service operations, including inbound and outbound support models - Core wireless technologies and associated customer premises equipment (CPE), with a willingness to continuously expand technical knowledge based on customer needs - An understanding of where AI delivers the most value for ISPs, and how it can be applied across operations, customer experience, and growth initiatives - Strong ability to influence through persuasion, negotiation, and consensus-building. - Strong empathy for customers combined with a commercial mindset and passion for revenue, retention, and sustainable growth. - Solid understanding of recurring revenue business models and the key drivers of customer lifetime value. - Analytical, structured, and process-oriented mindset, with the ability to translate insights into action. - Demonstrated commitment to continuous learning and improvement. - Excellent written, verbal, and presentation skills, with the ability to engage both technical and executive audiences. - Bachelor’s or Master’s degree in a relevant field, or equivalent practical experience. - Innovation- and growth-oriented mindset. - Willingness and ability to travel as required. Requirements - Total Compensation package would include: anticipated base compensation range of $106,000.00 - $147,000.00 + bonus + equity + benefits. - Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. - An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. - Published ranges are provided in good faith at the time of posting. Company Description 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 Comcast, 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Becht is looking for a proactive, organized, and client-focused person to help support the user experience of our BechtCONNECT platform. In this role, you’ll work directly with clients to: - Ensure they are trained effectively on how to use the platform - Maintain communication with them when issues arise - Analyze their usage of the platform to demonstrate its value - Manage retention and renewals You’ll be the first point of contact for our existing clients, aiming to provide a great experience. You’ll also collaborate closely with our product and development teams to address issues and propose improvements. Key Responsibilities - Help New Clients Get Started: - Coordinate kickoff meetings - Ensure all technical setup (user access and system configuration) is ready - Work with internal teams to prepare materials - Lead or support onboarding sessions - Follow up after launch to ensure smooth operation - Be the Go-To Person for Users: - Respond to client questions about the platform - Help troubleshoot basic issues - Coordinate with our development team for fixes - Keep clients updated until issues are resolved - Collect client feedback for product development - Send out client newsletters for new releases - Monitor Engagement and Support Growth: - Track usage and engagement trends - Provide refresher trainings if activity drops off - Prepare materials for Quarterly Business Reviews (QBRs) - Help clients understand the platform's value - Monitor project budgets and communicate burn rates - Support Renewals & Retention: - Track renewal dates and prepare proposals - Help prepare renewal conversations - Identify potential risks early - Coordinate for smooth renewal processing - Ensure billing accuracy and transparency Qualifications - Bachelor’s degree preferred or equivalent experience - 2+ years of experience in client success, account coordination, project support, or similar role - Proactive, client-focused mindset with strong follow-through - Strong organizational and project coordination skills - Excellent written and verbal communication skills - High attention to detail and process discipline - Ability to manage multiple priorities with a proactive mindset - Proven ability to balance competing priorities across diverse stakeholders Preferred Qualifications - Experience with SaaS, digital platforms, or client portals - Experience analyzing data or usage metrics to support business decisions - Experience working cross-functionally across technical and commercial teams What Success Looks Like in This Role - Users experience smooth onboarding and consistent follow-through - Users feel supported and informed - Users clearly understand platform value - Revenue retention and platform usage metrics remain strong - Communication is clear, timely, and professional - Balance forward-looking responsibilities with responsive support - Team processes become more efficient over time Benefits - A positive, collaborative workforce - Access to further training and development - Mentoring programs - Company and family events - Community outreach programs - Room to grow your career - Participation in our 9/80 program (every other Friday off) Company Description Founded in 1964, Becht is a rapidly growing, family-owned multidiscipline engineering firm serving the energy sector (refining, petrochemical, midstream, and power generation industries). We combine deep technical expertise with practical execution to help clients operate safely, efficiently, and reliably. With a network of over 1200 accomplished technical experts across all engineering disciplines, Becht delivers solutions grounded in excellence. All of Becht’s services revolve around our mission: To Help Our Clients Succeed.

• Build, Test, and Transform • Work within an experienced team to document, test, and deploy complex CRM, ERP, and AI-driven solutions. • Ensure that the technical architecture we build actually works for the people using it.