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Salary: USD 260,000 - 340,000 / annual
Dust is an AI-native platform that empowers teams to coordinate work with AI agents, combining enterprise governance, flexible model choice, and human-agent collaboration. Backed by Sequoia and founded by alumni from Stripe, OpenAI, and Stanford, Dust serves high-growth companies like Datadog, 1Password, and Cursor, with 70%+ weekly active user retention comparable to Slack and Notion.
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 managing 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:
**Own the US customer-success motion:** Define and lead the Customer Success approach for US customers. Establish customer segmentation and engagement levels. Coordinate post-sales teams around shared customer outcomes. Create operating rhythms for adoption, health, renewals, escalations, and expansion. Make clear prioritization and resourcing decisions as needs evolve.
**Personally own strategic customers:** Manage a focused portfolio of strategic and high-complexity accounts. Build trusted relationships with users, champions, technical stakeholders, and executives. Lead customers from deployment through adoption, value realization, renewal, and expansion. Develop success plans tied to business priorities and measurable outcomes. Serve as the senior escalation point for high-stakes situations. Bring firsthand customer context into product and process decisions.
**Build the US post-sales playbook:** Define great post-sales delivery across the customer lifecycle. Improve the Sales-to-CS transition, including handoff quality, stakeholder mapping, use-case definition, and success criteria. Identify patterns and turn them into repeatable playbooks. Create practical approaches to health, risk management, executive engagement, adoption, and expansion. Leverage Dust and AI tools to increase team leverage.
**Develop the team:** Coach CSMs and Deployment Strategists to raise work quality. Help define roles, capabilities, and hiring plans for the next stage. Evolve from execution-heavy to strategy-heavy as the team grows. Build an environment where people develop faster than elsewhere.
**Partner cross-functionally:** Work closely with AEs to align pre- and post-sales motions and unlock expansion. Represent the voice of the US customer internally with clarity. Surface recurring customer needs and product gaps. Contribute to how Dust thinks about customer value, retention, and growth.
**Requirements:**
Aptitude: Has been 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. Has owned strategic B2B SaaS customers through deployment, adoption, value realization, renewal, and expansion. Has led or deeply coordinated multiple post-sales functions such as Customer Success, deployment, professional services, solutions engineering, or forward-deployed engineering. Brings structured judgment to customer segmentation, account prioritization, and resource allocation, balancing customer urgency, strategic value, commercial importance, and team capacity. Has built or meaningfully contributed to a Customer Success playbook, operating model, or team in a high-growth environment. Is comfortable with technical products and complex customer environments, and can translate between business priorities, product capabilities, and operational execution. Uses AI tools actively in their own work and can identify practical ways to create leverage across the Customer Success motion.
Attitude: Treats customer outcomes as the north star, not activity metrics, and builds trust through preparation, clarity, follow-through, and honest communication. Surfaces risks and difficult information early, and collaborates naturally with Sales, Product, Engineering, and other teams around shared customer outcomes. Is comfortable operating in a fluid, cross-functional environment where titles do not determine contribution. Develops the people around them through coaching, direct feedback, and example, while maintaining high standards in a rapidly evolving company.
Agency: Is 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 waiting for a complete blueprint, turning customer patterns into repeatable processes and playbooks. Makes prioritization and resourcing decisions autonomously, balancing customer urgency, strategic value, commercial importance, and team capacity. Finds ways to create customer outcomes with limited resources and imperfect information, and treats the player-coach phase as an opportunity to build conviction and organizational leverage.
