Customer Success Manager

Customer Success Manager at dust

About the role Dust is at the forefront of creating an AI-native platform that seamlessly integrates intelligent agents into everyday enterprise workflows. We are on the lookout for a Senior Customer Success Manager who will be instrumental in guiding our key accounts through their transformative journey into the realm of artificial intelligence. In this role, you will set the benchmark for how software companies can effectively support their users in this new era of generative AI.

Key facts Location: Paris. Engagement: Full-Time. Team: Customer Experience.

What you’ll do

• Oversee the complete lifecycle management of strategic accounts, ensuring a smooth transition from initial onboarding to long-term value realization and opportunities for contract expansion.
• Act as a trusted change management partner for executive stakeholders, facilitating company-wide adoption of AI technologies.
• Conduct Enterprise Business Reviews to assess key performance indicators, such as time savings and improvements in operational efficiency.
• Collaborate with internal teams, including Forward‑Deployed Engineers and AI Deployment Strategists, to address and resolve any technical challenges that arise.
• Function as the primary conduit for user feedback, relaying insights to the product team to help shape the development roadmap.
• Develop internal playbooks and health frameworks that will enable us to scale our customer success operations effectively.
• Identify opportunities for upselling and cross‑selling within existing accounts to maximize customer lifetime value.
• Foster strong relationships with key stakeholders to ensure alignment on goals and expectations throughout the customer journey.
• Monitor customer health metrics and proactively address potential issues to ensure high levels of satisfaction and retention.
• Organize and lead training sessions and workshops to enhance user understanding and engagement with our platform.
• Collaborate with marketing and sales teams to ensure a cohesive approach to customer engagement and support.
• Stay updated on industry trends and best practices in customer success and AI technology to continuously improve our strategies.

Requirements

• A minimum of 5 years of experience in Customer Success, particularly in managing strategic SaaS accounts.
• Demonstrated ability to cultivate and maintain relationships with C-level executives and navigate complex organizational structures.
• Experience in leading long‑term adoption projects, typically spanning 6 to 9 months.
• Strong proficiency in crafting and implementing digital adoption strategies tailored for technical products.
• Professional fluency in both English and French to facilitate effective communication with high-level stakeholders.
• A proactive, ownership-driven mindset that thrives in dynamic and often ambiguous environments.

Nice to have

• Previous experience working with AI‑driven products or other innovative technology sectors.
• Familiarity with customer success software and tools that enhance customer engagement and tracking.
• Knowledge of change management frameworks and methodologies.

Skills & tools

• Customer Success strategy development
• Change management expertise
• Executive-level communication skills
• Technical product adoption proficiency
• Cross‑functional project management capabilities

Practical notes

This position is rooted in an office‑first culture based in Paris. While we highly value the benefits of in‑person collaboration for enhancing speed and problem‑solving, we also trust our team members to manage their own schedules effectively. Team members are encouraged to work from home when it aligns better with their productivity needs.

In summary, as a Customer Success Manager at dust, you will play a pivotal role in shaping the future of our customer relationships and ensuring that our clients successfully navigate their AI transformation. Your expertise will not only contribute to the success of our customers but also to the growth and evolution of our company in the rapidly changing landscape of AI technology.