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Salary: USD 260,000 - 340,000 / annual
Dust is building the infrastructure layer for AI agents in enterprise workflows, serving customers like Datadog, 1Password, and Cursor. Backed by Sequoia, the company has achieved 70%+ weekly active user retention and is targeting 5x growth by end of 2026.
As Dust's first dedicated US Customer Success leader, you will build the post-sales motion for a critical growth market. You will operate as a player-coach: personally owning a focused portfolio of strategic, high-complexity accounts while leading coordination across CSMs, Deployment Strategists, and Solutions Engineers. You will partner closely with Sales and Product to drive adoption, retention, and expansion.
Key responsibilities include:
- Define and lead the Customer Success approach for US customers, including segmentation strategy and engagement levels for each account tier.
- Establish operating rhythms that align the post-sales team around shared customer outcomes, adoption metrics, health monitoring, renewals, and expansion.
- Personally manage a portfolio of strategic accounts through the full lifecycle: deployment, adoption, value realization, renewal, and expansion. Build trusted relationships with users, champions, technical stakeholders, and executive sponsors.
- Develop clear success plans tied to customer business priorities and measurable outcomes. Serve as the senior escalation point for high-stakes situations.
- Build the US post-sales playbook by defining what great delivery looks like across the customer lifecycle. Improve Sales-to-CS handoffs, stakeholder mapping, use-case definition, and success criteria. Turn patterns into repeatable playbooks.
- Coach CSMs and Deployment Strategists to raise the quality of customer work. Help define roles, capabilities, and hiring plans for the next stage of the organization. Evolve from execution-heavy to strategy-heavy as the team scales.
- Partner cross-functionally with Sales and Product. Represent the voice of the US customer internally. Surface recurring customer needs and product gaps to inform prioritization.
- Use Dust and other AI tools to increase the leverage of the Customer Success team.
Dust values three dimensions in every candidate: Aptitude, Attitude, and Agency.
REQUIREMENTS:
APTITUDE:
- Proven track record as an excellent Customer Success Manager, Account Manager, or Post-Sales Leader with strong judgment across account strategy, executive communication, discovery, value articulation, adoption planning, stakeholder management, renewal strategy, and expansion.
- Experience owning strategic B2B SaaS customers through the full lifecycle: deployment, adoption, value realization, renewal, and expansion.
- Leadership or deep coordination experience across multiple post-sales functions (Customer Success, deployment, professional services, solutions engineering, forward-deployed engineering).
- Structured judgment in customer segmentation, account prioritization, and resource allocation, balancing customer urgency, strategic value, commercial importance, and team capacity.
- Track record building or meaningfully contributing to a Customer Success playbook, operating model, or team in a high-growth environment.
- Comfort with technical products and complex customer environments. Ability to translate between business priorities, product capabilities, and operational execution.
- Active use of AI tools in your own work and ability to identify practical ways to create leverage across the Customer Success motion.
ATTITUDE:
- Customer outcomes as the north star, not activity metrics. Build trust through preparation, clarity, follow-through, and honest communication.
- Surface risks and difficult information early. Collaborate naturally with Sales, Product, Engineering, and other teams around shared customer outcomes.
- Comfortable in fluid, cross-functional environments where titles do not determine contribution.
- Develop people through coaching, direct feedback, and example while maintaining high standards in a rapidly evolving company.
AGENCY:
- Willing to stay close to the work, personally own strategic accounts, and engage directly in complex customer situations.
- Can define and build the US post-sales model without a complete blueprint. Turn customer patterns into repeatable processes and playbooks.
- Make prioritization and resourcing decisions autonomously, balancing customer urgency, strategic value, commercial importance, and team capacity.
- Find ways to create customer outcomes with limited resources and imperfect information. Treat the player-coach phase as an opportunity to build conviction and organizational leverage.
