Founding Customer Success Manager (US)

Dust•San Francisco, CA

1d•$135,000 - $200,000•Onsite

About The Position

We're creating a new AI operating system that has the potential to change the way companies operate. Our mission at Dust is to transform how work gets done by letting any team and employee shape the exact agents they need to accelerate their jobs. With 70%+ weekly active users, people stick with Dust as much as they do with Slack and Notion. We already are a core part of their jobs. We're at an exciting stage of our journey—and growing fast. We're serving great customers like Cursor, Clay, Whatnot, and Persona, and aim to x6 our growth by the end of 2025. Dust is a Sequoia-backed company with an experienced and determined team of optimists (coming from companies like Stripe or OpenAI) that like to focus on users, getting great things done by shipping fast, and doesn’t take itself too seriously while doing so. TLDR; The Customer Success team at Dust partners with our customers to transform how they work with AI. As our first US-based Customer Success Manager, you'll be foundational in building our global Customer Success organization while leading the full customer lifecycle for your book of business. You'll act as a trusted advisor managing the complete customer journey from partnership kick-off through long-term adoption, value realization, and strategic account growth. Joining Dust also means pioneering a new form of Customer Success. As a GenAI-native company, Dust aims to illustrate how GenAI can help redefine the experience customers can expect from software and how Customer Success teams can operate with AI at their core. You'll contribute to building processes, playbooks, and scalable frameworks in a fast-paced environment that encourages a doer attitude and ownership over outcomes.

Requirements

Minimum 5 years in Customer Success roles, with a proven track record driving adoption, retention, and expansion for mid-market to enterprise customers, preferably in the SaaS industry.
Proven impact developing and deploying digital adoption and enablement strategies for complex technical products in rapidly evolving landscapes. Experience with AI-driven products or emerging technology categories is a strong plus.
Proven ability to develop technical product knowledge and effectively communicate technical concepts to drive customer adoption and success
Proven ability to drive organizational change management and transformation initiatives, guiding customers through long-cycle adoption journeys (6-9 months) that require sustained engagement, executive alignment, and cross-functional coordination.
Excellent communication skills in English to effectively engaging with a diverse range of stakeholders, including C-levels.
Curiosity, eagerness to learn, and adaptability with a flair for elegant solutions to first-of-a-kind problems. Robust prioritization and multitasking skills to manage multiple enterprise accounts simultaneously while building organizational infrastructure as an early team member.
High level of ownership and initiative with a "doer attitude". Ability to operate alongside demanding users in an emerging field, driving outcomes effectively.

Responsibilities

Build the foundation of our US Customer Success organization, defining adoption frameworks, customer maturity models, ROI quantification methodologies, automated customer journey touchpoints (leveraging Dust's own AI agents), and health dashboards for proactive account management as we scale the team.
Guide organizational AI transformation as a change management partner, working cross-functionally with customer stakeholders to scale AI adoption company-wide. Partner with customers on evolving their AI governance and best practices as their usage matures.
Drive sustained adoption and engagement throughout the customer lifecycle, working with customers to expand usage across teams and departments. Help customers identify and unlock high-impact use cases. Design successful programs aligning their business objectives and our latest product advancements.
Demonstrate measurable value realization through Enterprise Business Reviews, capturing customer impact in terms of time saved, costs reduced, and operational improvements. Drive account retention and expansion by building trusted advisor relationships and identifying opportunities to scale Dust's impact across customer organizations.
Orchestrate internal resources to deliver exceptional customer outcomes, partnering closely with AI Deployment Strategists during the deployment phase, Forward-Deployed Engineers for technical escalations and custom solutions, Product for feedback loops, and Sales for expansion and renewal opportunities. Act as the central point of coordination ensuring customers receive timely, cohesive support across all touchpoints.
Be the voice of users at Dust, providing insights on customer experience, adoption blockers, and high-value use cases to shape product development in the rapidly evolving GenAI landscape. Maintain continuous feedback loops between customer usage patterns and product roadmap priorities.