Dust
Customer Success Lead, US
New York. Posted a month ago
The role
You will build and lead the US Customer Success organization to help companies embed agents into workflows and achieve business value. You will initially manage a portfolio of strategic customers before focusing on scaling the team and shaping the global AI-first success model.
What you will do
- Define and lead the US Customer Success approach including segmentation and engagement levels
- Establish and run a US Customer Success scorecard for adoption, value, and retention
- Create operating rhythms for customer health, renewal risk, and expansion
- Manage a focused portfolio of strategic and high-complexity accounts
- Build trusted relationships with champions and executive sponsors
- Help customers turn AI use cases into reliable, adopted workflows
- Build champion networks and customer enablement programs
- Serve as the senior escalation point for high-stakes customer situations
- Partner with leadership to shape the global AI-first Customer Success model
- Manage and develop the US Customer Success team through goals, 1:1s, and feedback
Required qualifications
- At least 5 years of experience leading Customer Success or post-sales teams in B2B SaaS
- Track record of hiring, developing people, and improving team performance
- Experience delivering measurable customer value and communicating it to executive stakeholders
- Ability to influence beyond reporting lines across functions and regions
- Ability to explain how AI agents fit into customer workflows and resolve constraints
- Active use of AI with practical impact shown through built or improved workflows
Benefits
- Significant equity package
- Health insurance for you and your dependents
- New MacBook Pro or Linux machine, monitor, keyboard, etc.
- Beautiful office in the heart of SoHo (NYC)
- Opportunity to travel to Paris multiple times a year
- Regular team events and offsites
About the company
Dust empowers AI Operators at fast-moving companies to rewire how work gets done using enterprise-grade governance and flexible model choice. The company is backed by Sequoia and serves customers like Datadog, 1Password, and Cursor.