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Dust · 1 week ago

Founding Customer Success Manager (US)

San Francisco

Full-time

Onsite

Senior Level

$135K/yr - $200K/yr

5+ years exp

Dust is an innovative company creating a new AI operating system aimed at transforming workplace efficiency. They are seeking a Founding Customer Success Manager to build their US Customer Success organization and lead customer engagement throughout the entire lifecycle, driving AI adoption and value realization.

Artificial Intelligence (AI)Natural Language ProcessingTranslation Service

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

Qualification

Customer Success ManagementDigital Adoption StrategiesChange ManagementAI Product ExperienceTechnical CommunicationCuriosityCommunication SkillsAdaptabilityOwnershipInitiative

Required

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