Customer Success Manager

About Dust

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 work.

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 5x our growth by the end of 2026.

Dust is a Sequoia-backed company with an experienced and determined team of optimists (coming from companies like Stripe and OpenAI) that likes 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 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 expansion for Key & Strategic customers, preferably in the SaaS industry.

• Demonstrated ability to build and manage C-level relationships and navigate complex organizational structures. You've led Executive Business Reviews, shaped multi-stakeholder adoption strategies, and influenced senior decision-makers.

• Proven impact driving, 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 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.

• Proven ability to develop deep product knowledge and effectively communicate technical concepts to drive customer adoption and success

• Excellent communication skills in English and French to engage confidently with a diverse range of stakeholders, from end users to C-levels. Strong written and presentation skills for executive-facing deliverables.

• Curiosity, eagerness to learn, and adaptability with a flair for elegant solutions to first-of-a-kind problems. You bring structure to ambiguity, propose elegant solutions to first-of-a-kind problems, and can manage a portfolio of complex accounts while simultaneously contributing to team-wide infrastructure and process development.

• High level of ownership and initiative with a "doer attitude". You thrive operating alongside demanding enterprise users in an emerging field, driving outcomes with minimal supervision while setting the standard for others

Location

We're prioritizing building our team with an in-person culture at our offices in Paris and San Francisco, because we value the magic that happens when talented people work closely together.

Why Dust

We're not building yet another enterprise SaaS tool. We’re creating an AI OS that will fundamentally change how companies operate. We believe existing AI models are powerful enough to have a tremendous impact on the world (and will keep getting better). The key is building the infrastructure so they have the right context, and building the best interfaces for humans to interact with them.

We have the unique opportunity to explore and shape the way humans interact with machines while building a product we use ourselves every day.

If you're excited about crafting products that reinvent B2B software and want to join a team that combines the best of startup culture with the backing of top-tier investors, we'd love to talk.

👋 Even if you don't check every box in our requirements, we encourage you to apply. We value diverse perspectives and backgrounds, and we're more interested in your potential and passion than a perfect match to our checklist.

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Learn how we think and work.

• Our product constitution: a story about our mission

• Agents at Work - Latent Space podcast with our cofounder, Stanislas Polu (2024)

• LLMs reasoning and agentic capabilities over time - dotAI podcast with Stanislas Polu (2024)