Customer Success Lead

ABOUT DUST

Work is being rewritten, and the people holding the pen are the ones who actually run it.

With enterprise-grade governance, flexible model choice, and a collaborative interface for humans and agents to work together, Dust empowers AI Operators at the world’s fastest-moving companies to rewire how work gets done.

With 70%+ weekly active users, people stick with Dust as much as they do with Slack and Notion. We don't get piloted and shelved. We land once, and spread. We're at an exciting stage of our journey, and growing fast.

We're serving great customers https://dust.tt/customers like Datadog, 1Password, Cursor, Clay, Vanta and Persona, and aim to x5 our growth by the end of 2026.

Dust is backed by Sequoia https://techcrunch.com/2024/06/27/dust-grabs-another-16-million-for-its-enterprise-ai-assistants-connected-to-internal-data/ with a determined team of optimists (coming from Stripe, OpenAI, and Stanford) who like to focus on users, ship fast, and don't take themselves too seriously while doing so. The Generalist named us among the Future 50 https://www.linkedin.com/posts/dust-tt_were-honored-to-be-recognized-on-the-generalists-activity-7359284343929741313-Rq04.

SUMMARY

As Dust’s first dedicated US Customer Success leader, you will build the post-sales motion for one of our most important growth markets. You will begin as a player-coach: personally owning a focused portfolio of strategic customers, leading the coordination of CSMs, Deployment Strategists, and Solutions Engineers, and partnering closely with Sales and Product to drive adoption, retention, and expansion.

You will start close to the customer and close to the work, building conviction about what great post-sales looks like at Dust. You will then turn those learnings into the operating rhythms, segmentation, playbooks, and team needed to scale. This is an opportunity to define how Customer Success works at a fast-growing, AI-native company, not simply inherit an existing process.

WHAT YOU'LL DO

OWN THE US CUSTOMER-SUCCESS MOTION

- Define and lead the Customer Success approach for Dust’s US customers.

- Establish how we segment customers and determine the right level of engagement for each account.

- Coordinate CSMs, Deployment Strategists, Solutions Engineers, and other post-sales partners around shared customer outcomes.

- Create the operating rhythms that keep the team aligned on adoption, customer health, renewals, escalations, and expansion.

- Make clear prioritization and resourcing decisions as customer 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 executive sponsors.

- Lead customers from deployment through adoption, value realization, renewal, and expansion.

- Develop clear success plans tied to the customer’s business priorities and measurable outcomes.

- Serve as the senior escalation point for high-stakes customer situations.

- Bring firsthand customer context into decisions about product, process, and team priorities.

BUILD THE US POST-SALES PLAYBOOK

- Define what great post-sales delivery looks like across the customer lifecycle.

- Improve the transition from Sales to Customer Success, including handoff quality, stakeholder mapping, use-case definition, and success criteria.

- Identify patterns across accounts and turn what works into repeatable playbooks.

- Create practical approaches to customer health, risk management, executive engagement, adoption, and expansion.

- Use Dust and other AI tools to increase the leverage of the Customer Success team.

DEVELOP THE TEAM

- Coach CSMs and Deployment Strategists to raise the quality of customer work across the board

- Help define the roles, capabilities, and hiring plan required for the next stage of the US post-sales organization.

- Evolve from execution-heavy to strategy-heavy as the team g …