Founding 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. THE ROLE We are hiring a Founding Customer Success Lead/Manager for the UK market. This is a high-ownership role for someone who wants to build a market and a function, not simply manage a book of business or an expansion. You will work with some of our most strategic customers, helping them move from initial experimentation to broad, measurable adoption of AI across their organizations. You will own the full customer journey, from executive alignment and implementation through long-term adoption, value realization, renewal, and expansion. You will build trusted relationships with C-level and VP-level leaders, help customers navigate the organizational change that comes with adopting AI, and turn successful customer outcomes into a repeatable Customer Success motion from our London HQ. As our first senior Customer Success leader based at the London HQ, you will help define how Dust serves customers from the office. You will create playbooks, establish operating rhythms, shape our approach to executive engagement, and feed what you learn back into the wider Customer Success, Sales, Product, and Deployment teams. Dust is an AI-native company, and that changes what Customer Success can look like. You will help customers understand how AI can reshape their work while using AI to make your own practice more effective, scalable, and precise. This role is suited to someone who combines executive presence with a strong builder's mindset. You should be comfortable operating without a finished playbook, making decisions with incomplete information, and taking responsibility for outcomes from beginning to end. WHAT YOU WILL DO - Own a portfolio of strategic enterprise customers, building durable relationships across executive, business, technical, and operational stakeholders. - Establish trusted-advisor relationships with C-level and VP-level leaders, helping them define their AI strategy and turn that strategy into meaningful business outcomes. - Lead complex customer journeys from kickoff through adoption, renewal, and expansion. You will coordinate the right people at the right time and make sure progress does not stall between teams. - Drive measurable value realization by helping customers identify, quantify, and communicate outcomes such as time saved, costs reduced, faster execution, and improved decision-making. - Lead executive business reviews and other strategic customer conversations, connecting product usage to business impact and creating a clear path to the next stage of adoption. - Support customers through enterprise-wide change management, including rollout planning, governance, internal enablement, use-case discovery, and the transition from individual experimentation to organization-wide adoption. - Identify and develop expansion opportunities across teams, functions, and geographies. You will partner closely with Sales to turn strong adoption and customer outcomes into sustainable account growth. - Orchestrate internal resources across Customer Success, AI Deployment Strategy, Forward-Deployed Engineering, Product, and Sales to deliver a cohesive customer experience. - Build the foundations of Dust's Customer Success motion from the London HQ, including account planning, executive engagement, adoption frameworks, value reviews, customer education, and feedback loops. - Represent the voice of customers inside Dust by turning customer needs, use cases, and patterns into clear product feedback, strategic insight, and better ways of working. - Contribute to the broader Customer Success team by sharing what works, raising the bar for strategic account management, and helping shape how a GenAI-native CS organization operates. WHAT WE ARE LOOKING FOR - You have 8+ years of experience in Customer Success, account management, consulting, solutions, or a related customer-facing role, with a strong track record of owning and growing strategic enterprise accounts. - You have worked with complex organizations where adoption requires sustained executive alignment, cross-functional coordination, and thoughtful change management over multiple quarters. - You have successfully managed senior customer relationships, including the ability to influence C-level and VP-level stakeholders and communicate credibly with business and technical audiences. - You have a track record of driving measurable customer outcomes, renewals, and expansion. You can move comfortably between strategic conversations and the operational details needed to make progress. - You have built or improved Customer Success processes, playbooks, or operating models. You know how to create structure where little exists and how to turn individual success into a repeatable motion. - You understand how technically sophisticated prod