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About the Role

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, helping strategic customers adopt AI across their organizations. You will own the full customer journey, build trusted relationships with C-level leaders, 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, create playbooks, establish operating rhythms, and shape our approach to executive engagement.

Responsibilities

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, coordinating the right people and ensuring progress.
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.
Support customers through enterprise-wide change management, including rollout planning, governance, internal enablement, and use-case discovery.
Identify and develop expansion opportunities across teams, functions, and geographies, partnering closely with Sales.
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.

Requirements

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.
Experience working with complex organizations where adoption requires sustained executive alignment, cross-functional coordination, and thoughtful change management over multiple quarters.
Successfully managed senior customer relationships, including the ability to influence C-level and VP-level stakeholders and communicate credibly with business and technical audiences.
Track record of driving measurable customer outcomes, renewals, and expansion.
Experience building or improving Customer Success processes, playbooks, or operating models.
Understanding of how technically sophisticated products are adopted inside large organizations.
Fluent in AI concepts and genuinely curious about how agents, language models, and automation will change the way companies operate.
Clear and convincing communication in English, both in writing and in executive settings.
Strong judgment, initiative, and ownership.
Comfortable being both strategic and hands-on.
Generous with context, direct in communication, and committed to working as part of a team.

Skills

AI concepts
Executive engagement
Change management
Account management
Customer Success
Consulting
Solutions
Strategic planning
Value realization
Cross-functional coordination
Technical communication
Product feedback
Go-to-Market strategy

Location

London HQ
Paris
San Francisco
New York

Work Type

Office-first culture
In-person collaboration

Experience Level

8+ years of experience

About the Company

Dust is rewriting how work gets done with enterprise-grade governance, flexible model choice, and a collaborative interface for humans and agents. They empower AI Operators at fast-moving companies. Dust has 70%+ weekly active users and is growing fast, serving customers like Datadog, 1Password, Cursor, Clay, Vanta, and Persona. They aim to x5 their growth by the end of 2026. Dust is backed by Sequoia with a team from Stripe, OpenAI, and Stanford, focusing on users, shipping fast, and not taking themselves too seriously. They were named among the Future 50 by The Generalist.
Dust is an AI-native company.
The models are powerful enough. What's missing is the product layer where AI meets how companies actually work. Dust is building the infrastructure that lets any team turn scattered knowledge and tools into coordinated execution with agents they build, own, and run themselves.
They use Dust themselves every day, shaping how humans and agents collaborate while solving their own problems with the product.
They are excited about defining a new category and joining a determined team of optimists who focus on users, ship fast, and don't take themselves too seriously.

Equal Opportunity

We value diverse perspectives and backgrounds, and we're more interested in your potential and passion than a perfect match to our checklist.