VP of Customer Success
Who We Are:
Dusty Robotics develops robot-powered tools for the modern construction workforce.
While today's buildings are built predominantly with manual labor, Dusty envisions a future in which skilled labor makes use of robotic automation to make the work safer, more efficient, and more precise! We want to create a future where construction workers don't need to retire early because their bodies give out. In Dusty's future, the buildings we live and work in are built by teams of creative and problem-solving construction crews who direct robots to do the dull/dirty/dangerous work.
What We're Building:
Dusty bridges the gap between the digital world of building design with the skilled labor operating in the field, accelerating the digital transformation of the construction industry. The centerpiece of our strategy is the FieldPrinter: a mobile printer-on-wheels that prints building floorplans full-size on the concrete floor of a construction site. When errors in layout can cause multi-million-dollar mistakes, our product ensures that all field crews are building off of a single source of truth derived from the digital model.
You have the opportunity to create a world-class customer success organization from the ground up, within a fast-growing construction robotics company delivering a product that revolutionizes the construction process.
In this role, you will apply your knowledge of Customer Success strategies to transform a team of customer success professionals into a well-oiled machine that increases client utilization of our transformative product. You will create the playbooks and strategies that enable customers to adopt Dusty successfully across their organizations and digitize their construction processes. Your efforts will increase our revenue growth and accelerate Dusty’s expansion on construction projects across the US and around the world. Your success will depend on market expertise, expert leadership in software+hardware+services, impeccable business acumen, and the creation of a repeatable value-delivery engine that feels tailored to each customer.
As the VP of Customer Success, you will be interacting directly with our customers to ensure successful deployment of our technology. You will work closely with other Dusty leaders to steer the business towards higher value creation and increased revenue potential. You will be a thoughtful listener, and fierce advocate for our customer base, funneling this knowledge into our product planning process. By helping us delight and retain our users, you will have the unique opportunity to improve productivity and efficiency across one of the largest sectors in the global economy: construction.
This role will report to the CEO, and play a pivotal role in creating a world-class Customer Success organization.
- Define a new playbook for world-class customer success for a new innovative product
- Manage, support, and grow a team of talented Customer Success Managers, onboarding specialists, customer support leads, and customer enablement professionals
- Own on-boarding customers, account management, renewals and health KPIs
- Engage with customers for relationship development, key presentation meetings, escalations, etc.
- 8 years minimum experience in a customer success organization
- 3 years minimum experience leading and growing teams of CS professionals
- Strong grasp of CS processes and workflows, including software tools
- Startup mindset: you thrive in fast-paced, hyper-growth environments; you love solving problems; you are a phenomenal collaborator
- Mission-driven: you optimize for company outcomes
- Bonus: construction industry experience
- Mountain View, California HQ: high degree of in-office/on-site collaboration is required
- Travel ~25%
Why You Should Join:
In joining our team, you’ll become an important part of a small and fast-growing company. We are daring to accomplish something big, do you want to be a critical part of Dusty's success? We are deeply committed to our mission, and we believe in removing roadblocks that distract us from reaching our goals.
To that end, we offer an unlimited vacation policy, a 401k with employer match, reasonable work hours, and flexible schedules. We know that our best work happens when we feel well-rested and capable of focusing all of our energy on making Dusty successful!
Strong, effective teams are composed of people with a diverse set of backgrounds and experiences who bring a variety of perspectives to their work. We actively encourage applications from a diverse pool, including those from historically under-represented groups such as women, people of color, people who identify LGBTQ, people with disabilities, and immigrants.
Our Code of Conduct:
Dusty Robotics exists to serve a wide variety of customers from all walks of life. We believe that our mission is best served in an environment that is friendly, safe, accepting, and free of intimidation or harassment. We do not tolerate abusive behavior.
Where You'll Work:
Dusty’s offices are located in Mountain View, CA. You will be primarily working from our office in this role to facilitate rapid coordination with executive leadership and business teams. You can also expect to travel a small amount to customer locations around the US.