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Founding Customer Success Manager

Dust· Customer Experience
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Hybrid (London)£100k - £155kFull-timePosted 1mo ago

About the role

Founding Customer Success Lead/Manager for the UK market, responsible for building and owning the end-to-end customer journey from executive alignment and implementation to adoption, renewal, and expansion, based at Dust's London HQ with a London/UK focus and hybrid work arrangement.

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 at the right time to avoid stalls 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 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 transition to organization-wide adoption.
  • Identify and develop expansion opportunities across teams, functions, and geographies, partnering with Sales to turn adoption 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 and patterns into product feedback, strategic insight, and improved ways of working.
  • Contribute to the broader Customer Success team by sharing best practices and helping shape a GenAI-native CS organization.

Qualifications

  • 8+ years of experience in Customer Success, account management, consulting, solutions, or a related customer-facing role with a track record of owning and growing strategic enterprise accounts.
  • Experience with complex organizations requiring sustained executive alignment, cross-functional coordination, and change management over multiple quarters.
  • Proven 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, with ability to operate between strategic conversations and operational details.
  • Experience building or improving CS processes, playbooks, or operating models and turning individual success into repeatable motion.
  • Understanding of how technically sophisticated products are adopted in large organizations; experience with AI, developer tools, data platforms, enterprise software, or related emerging tech valued.
  • Fluency in AI concepts and curiosity about agents, LMs, and automation; ability to engage with technical teams and build practical AI fluency with customers.
  • Clear, confident English communication; French helpful for collaboration with Paris-based teams but not essential.
  • Strong judgment, initiative, ownership, and ability to operate with ambiguity and take responsibility for outcomes.
  • Ability to be both strategic and hands-on, capable of leading executive reviews, redesigning onboarding processes, and drafting playbooks when needed.
  • Collaborative, context-rich communication and a team-oriented mindset.

Skills

Required:Strategic account managementExecutive engagementChange managementAI/Agency collaborationCross-functional coordination

Benefits

  • Office-first culture with in-person hubs in Paris, London, San Francisco, and New York.
  • Hybrid work options with trust in flexible time management.
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Dust

Accelerate your entire organization with custom AI agents

The way we work is changing. Break down knowledge silos and amplify team performance with data-augmented, customizable and secure AI agents.

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