Customer Success Lead

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

None flagged.