Founding Customer Success Manager in London

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.

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.

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 products are adopted inside large organizations. Experience with AI, developer tools, data platforms, enterprise software, or another emerging technology category is highly valuable.
• You are fluent in AI concepts and are genuinely curious about how agents, language models, and automation will change the way companies operate. You do not need to be an engineer, but you should be able to engage confidently with technical teams and build practical AI fluency with customers.
• You communicate with clarity and conviction in English, both in writing and in executive settings. French is helpful because you will work closely with our Paris-based teams, but it is not essential.
• You have strong judgment, initiative, and ownership. You make sound decisions under ambiguity, follow through on commitments, and take responsibility for the outcome rather than waiting for perfect instructions.
• You are comfortable being both strategic and hands-on. You can lead an executive business review in the morning, rethink an onboarding process in the afternoon, and write the first version of a playbook when the team needed one.
• You are generous with context, direct in your communication, and committed to working as part of a team. You make the people around you better.

What success looks like

In your first six months, you will have:

• Built strong relationships with the key executives, champions, and decision-makers across your customer portfolio.
• Created clear account plans and adoption strategies for each strategic customer.
• Established a repeatable approach to executive engagement, value realization, and expansion planning from the London HQ.
• Helped customers move from isolated AI experiments to repeatable, high-value workflows used across teams.
• Identified the most important customer and market patterns and turned them into actionable feedback for Dust's Product and Go-to-Market teams.
• Created the first building blocks of a scalable Customer Success playbook.

Over time, you will help make Dust indispensable to some of the most ambitious companies and define what exceptional Customer Success looks like for an AI operating system.

Location

We're prioritising building our team with an in-person culture at our offices in Paris, London, 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.