VP of Professional Services - SAAS
Plume
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.
Location: (Remote) Priority given to candidates who reside in Denver, CO or Palo Alto, CA
Reports To: SVP of Customer Success
About the Role
We are seeking an experienced and strategic VP of Professional Services to lead our customer implementation and solution delivery organization. This role is crucial in enabling our clients to achieve rapid time-to-value through expert planning, technical onboarding, custom integrations, and advisory engagements.
You will be responsible for building and scaling a high-performing Professional Services function, aligning closely with Sales, Product, and Customer Success to ensure long-term customer success and expansion.
Key Responsibilities
Strategy & Leadership
- Define and execute the vision for the Professional Services organization in alignment with company growth goals.
- Develop service offerings, pricing models, delivery methodologies, and team structure.
- Serve as a member of the extended leadership team, contributing to go-to-market strategy, customer experience initiatives, and operational planning.
Delivery Excellence
- Own delivery of complex customer implementations, integrations, and custom solution development.
- Establish best practices for scoping, project planning, and execution.
- Ensure projects are delivered on time, within budget, and exceed customer expectations.
Operational Management
- Build and manage a team of solution architects, implementation consultants, and project managers.
- Define key KPIs (e.g., billable utilization, project profitability, NPS, TTV) and report on PS performance.
- Implement systems and tools to support project tracking, staffing, and resource planning.
Cross-functional Collaboration
- Partner with Sales to support pre-sales solutioning and SOW development.
- Work with Product and Engineering to manage custom development needs and product feedback loops.
- Collaborate with Customer Success to ensure seamless handoffs and long-term success.
Team Growth & Development
- Hire, coach, and mentor a team of global Professional Services leaders and consultants.
- Create development plans and career paths that attract and retain top talent.
Qualifications
- 10+ years of experience in Professional Services, Consulting, or Implementation leadership in a B2B SaaS environment.
- Strong technical background or deep familiarity with software implementation lifecycles, APIs, integrations, and cloud infrastructure.
- Proven track record of managing multi-million-dollar services portfolios and large-scale client projects.
- Exceptional communication, stakeholder management, and executive presence.
- Experience scaling PS operations globally is a strong plus.
- Bachelor's degree in a relevant field (MBA or technical degree preferred).
About Plume
As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 350 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.
Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.
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.