Account Manager

Summary

Join Dusty Robotics' Customer Success team as an Account Manager to manage post-sale lifecycle for strategic accounts. This remote role (with up to 25% travel) requires 5+ years of experience in enterprise relationship management and driving adoption, expansion, and renewals. You will be responsible for strategic account management, customer success operations, renewal and expansion strategy, customer advocacy and enablement, and cross-functional collaboration. The position involves executive-level engagements, success planning, usage analytics monitoring, and collaboration with various teams. You will also lead commercial conversations, promote Dusty champions, and provide feedback to improve internal processes. Dusty offers unlimited vacation, 401k matching, reasonable work hours, and flexible schedules.

Requirements

• 5+ years in Customer Success, Strategic Account Management, or Client Services for enterprise B2B SaaS
• Strong communication skills, with the ability to influence at all organizational levels
• Confident leading both tactical and strategic conversations with stakeholders
• Data-literate with experience using usage metrics to drive client decisions and action plans
• Proficient with Salesforce, Notion, Slack, and similar business tools
• Bachelor’s degree or equivalent work experience required
• Proven ability to influence commercial outcomes and handle renewal/conversion discussions with confidence and tact

Responsibilities

• Serve as the primary relationship manager for a portfolio of enterprise clients across multiple projects and stakeholders
• Conduct executive-level engagements, business reviews, and success planning to ensure strategic alignment and long-term growth
• Build multi-threaded relationships across operational, technical, and executive layers
• Navigate complex org structures and provide ongoing account org mapping and influence analysis
• Monitor usage analytics and proactively identify risks, underutilization, or blockers to scale
• Establish and manage structured success plans across key milestones and timelines
• Collaborate with implementation and support teams to ensure a smooth transition and continuity from deployment through maturity
• Help clients identify actionable and realistic goals tied to business outcomes, and create shared plans to meet those targets
• Own and execute renewal planning, forecasting, and expansion initiatives
• Collaborate closely with Sales and leadership to align pricing models and growth paths
• Lead commercial conversations when appropriate, positioning value clearly and strategically
• Ensure clients clearly understand the ROI of Dusty through utilization data, efficiency metrics, and workflow impact
• Demonstrate a persuasive, value-driven approach to renewal and expansion conversations, even with customers who may be on the fence
• Promote Dusty champions and support customer participation in case studies, events, and reference programs
• Act as the voice of the customer internally—advocating for features, fixes, or enhancements
• Partner with Marketing and Product to amplify success stories and create educational content
• Provide structured and actionable feedback to Product, Engineering, and Support
• Work with Finance, SalesOps, and Implementation to ensure contract alignment and operational consistency
• Identify operational gaps and propose scalable solutions to streamline CS workflows
• Help influence the direction of internal tools, reporting needs, and customer-facing assets
• Mentor junior AMs and support ongoing team development and training initiatives

Preferred Qualifications

Experience with construction technology, automation, or robotics preferred

Benefits

• Unlimited vacation policy
• 401k with employer match
• Reasonable work hours
• Flexible schedules