Customer Success Lead, US

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 like Datadog, 1Password, Cursor, Clay, Vanta and Persona, and aim to x5 our growth by the end of 2026.

Dust is backed by Sequoia 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 .

Summary

As Head of Customer Success US, you will help companies rethink how work gets done with AI and turn that ambition into lasting business value. You will build and lead the US Customer Success organization that helps customers identify their highest-value opportunities, embed agents into everyday workflows, and demonstrate measurable impact.

You will also help define what Customer Success becomes in a rapidly evolving AI world. You will hire and develop exceptional people, shape our US approach, and pioneer new ways to deliver customer outcomes, using AI to rethink how we engage, enable, and support customers at scale. As capabilities and customer expectations evolve, you will continually challenge and improve the model rather than simply apply an existing SaaS playbook.

You will initially own a focused portfolio of strategic customers to ground those decisions in firsthand experience. As the team grows in 2027, you will progressively hand over those accounts and focus on leading and scaling the organization.

What you'll do

Own the US Customer Success motion

Define and lead the US Customer Success approach, including customer segmentation, account coverage, and the right level of engagement for each account.

Establish and run an agreed US Customer Success scorecard covering sustained adoption, time-to-value, demonstrated customer value, and retention. Use it to prioritize the team’s work and surface risk early.

Create operating rhythms that turn customer health, renewal risk, and expansion opportunities into clear actions and ownership.

Make prioritization and resourcing decisions that balance customer urgency, strategic value, commercial importance, and team capacity.

Initially own strategic customers

Initially manage a focused portfolio of strategic and high-complexity accounts, delivering customer outcomes while identifying where specialist expertise, better processes, or additional capacity would make the team more effective. Progressively transfer account ownership as you build the team.

Build trusted relationships with champions and executive sponsors, agree what success means for their business, and establish how to measure it. Help customers demonstrate the value realized from Dust and identify where to expand that impact.

Help customers turn promising AI use cases into reliable, adopted workflows, partnering with Deployment Strategists and Solutions Engineers on technical delivery and working with Sales on renewals and expansion.

Build champion networks and practical customer enablement programs that help teams adopt Dust, create useful agents, and expand successful use cases across their organization.

Serve as the senior escalation point for high-stakes customer situations.

Shape Dust’s AI-first Customer Success model globally and in the US

Partner with Customer Success colleagues and leadership across Dust to shape what Customer Success means in an AI-first world, including how we engage customers, drive adoption, demonstrate value, and combine human expertise with AI.

Test new approaches through US customer deployments and share the evidence, tools, and practices that can improve customer outcomes across Dust.

Identify where US customer needs, buying processes, or adoption patterns call for a different approach. Adapt execution locally while contributing to a coherent global model.

Build and develop the team

Manage and develop the US Customer Success team through clear goals, regular 1:1s, account reviews, performance feedback, and career development.

Define the team growth plan with leadership: which roles to hire next, which skills to develop internally, and where to add capacity. Take an active role in recruiting and onboarding.

Establish clear ownership and progressively delegate customer delivery, developing people who can lead relationships independently and take on broader responsibilities as the organization grows.

Partner cross-functionally with Sales and Product

Improve the transition from Sales to Customer Success, with clear stakeholder mapping, priority use cases, success criteria, and delivery ownership.

Agree clear responsibilities with Sales for renewal readiness, forecasting, expansion identification, and commercial execution, then keep account strategies aligned with AEs.

Coordinate Customer Success, Deployment Strategists, Solutions Engineers, and other post-sales partners around shared outcomes, with clear responsibilities for customer relationships and technical delivery.

Translate recurring customer needs into evidence-based Product feedback, distinguishing product gaps from deployment or adoption issues and explaining their business impact.

Requirements

Every candidate and employee's success is measured against the same 3 dimensions. Aptitude, Attitude and Agency.

Aptitude

You have at least 5 years of experience leading Customer Success or post-sales teams in B2B SaaS , with a track record of hiring, developing people, and improving team performance. A previous Head of Customer Success title is not required.

You have delivered and demonstrated measurable customer value , translating business priorities into success criteria and helping customers assess the impact of adoption. You can communicate that value credibly to executive stakeholders and connect it to retention and expansion.

You can influence beyond your reporting lines , aligning colleagues across functions and regions around shared post-sales practices while recognizing where customer or market needs require a different approach.

You can explain how AI agents fit into customer workflows , recognize common integration, governance, and reliability constraints, and work effectively with technical specialists to resolve them. You can translate between business priorities and product capabilities without needing to be the implementation engineer.

You use AI actively and can show practical impact , such as a workflow you built or improved, how you assessed its quality, and how it helped you or your team work more effectively.

Attitude

You treat customer outcomes as the north star , not activity metrics, and build trust through preparation, clarity, follow-through, and honest communication.

You surface risks and difficult information early , working constructively across functions to solve customer problems rather than treating them as someone else’s responsibility.

You raise the standard while helping others succeed , giving direct feedback, welcoming challenge, and combining high expectations with thoughtful coaching.

Agency

You create impact beyond your own work , turning customer insight into clear decisions, repeatable practices, and ownership that enable others to deliver independently.

You question established approaches and learn through experimentation , using customer evidence to test new ways of delivering success. You adapt as AI capabilities and customer expectations evolve, judging new approaches by their impact rather than their nov