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 expe