Customer Success Manager

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. TLDR; The Customer Success team at Dust partners with our customers to transform how they work with AI. As a Senior CSM, you'll act as a trusted strategic 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 shaping and scaling our CS practice in a fast-paced environment that encourages a doer attitude and strong ownership over outcomes. RESPONSIBILITIES - Lead and optimize the full customer lifecycle for your portfolio of Key & Strategic accounts, driving sustained engagement and expansion across teams and departments. Help customers identify high-impact use cases and translate them into repeatable rollout plans aligned with business goals and product capabilities. - Drive organizational AI transformation as a change management partner, working cross-functionally with customer stakeholders, including executive level, to scale AI adoption company-wide. Partner with customers on evolving their AI governance and best practices as their usage matures. Position Dust as a trusted strategic partner, not just a software vendor. - Drive 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, identifying opportunities, and scaling 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 customers 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. - Contribute to building the CS function: help design scalable playbooks, executive engagement programs, customer health frameworks, and team processes that raise the bar for the entire Customer Success organization. REQUIREMENTS - Minimum 5 years in Customer Success roles, with a proven track record driving adoption, retention, and ex…