Senior Customer Success Manager

Job description

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 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, San Francisco, and New York because we value the magic that happens when talented people work closely together. We have an office-first culture. Some of the best things about building at Dust are the energy, the fast decisions, and the unexpected conversations that unlock a hard problem, which happen because we are in the same room. Being together is not a formality, it is how we do our best work, and it is something we actively protect. That said, we hire people with strong judgement and we extend that trust to how they manage their time. When working from home makes more sense for what you need to get done that day, we trust you to make that call. WHY DUST The models are powerful enough. What's missing is the product layer where AI meets how companies actually work. That's what we're building: the infrastructure that lets any team turn scattered knowledge and tools into coordinated execution with agents they build, own, and run themselves. We use Dust ourselves every day. We get to shape how humans and agents collaborate while solving our own problems with the product we ship. That loop is rare, and it's why we move fast. If you're excited about defining a new category and want to join a determined team of optimists who focus on users, ship fast, and don't take themselves too seriously, 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. Learn how we think and work. - Our product constitution, https://blog.dust.tt/a-first-version-of-our-product-constitution/ a story about our mission - Agents at work - Latent Space https://www.youtube.com/watch?v=U5wFQOb4eI4, podcast with our cofounder, Stanislas Polu, 2024 - LLMs reasoning and agentic capabilities over time https://youtu.be/8d1PtJBnAEM?feature=shared - dotAI, podcast with our cofounder, Stanislas Polu, 2024