Own cross-functional technical programs supporting Customer Success, coordinating Product, Engineering, NOC, and Operations. Validate customer-focused releases, configurations, and integrations; lead change management, enablement, communications, and training; triage customer-impacting technical issues; maintain PMO trackers, status reports, and risk logs; and advise leadership on priorities and customer needs.

Own strategic ISP customer accounts across onboarding, adoption, value realization, retention, renewals, and expansion. Serve as an executive trusted advisor, lead business reviews, mitigate churn, and partner with Sales, Product, Marketing, and Engineering. Help scale Plume’s Customer Success function through improved playbooks, tooling, engagement models, customer advocacy, and standardized methodologies.

Lead design and delivery of large-scale, cloud-native services powering millions of devices. Architect solutions for scalability and integration, own full service lifecycle in Kubernetes, mentor engineers, participate in on-call support, and drive engineering best practices across cross-functional teams.