Account Manager

The Role

This is an Account Management role focused on long-term customer growth, retention, and commercial ownership across a portfolio of mid-market annual accounts. In this role, renewals, expansion opportunities, and customer growth initiatives are owned directly by the Account Manager.

Our mid-market accounts represent a meaningful portion of Dusty’s recurring revenue business. These customers have made a long-term investment in Dusty, and the Account Manager plays a key role in ensuring they continue to see value in the partnership over time. Success in this role requires strong relationship management, commercial judgment, and the ability to identify growth opportunities across projects, divisions, and stakeholders within each customer organization.

This is not a high-volume transactional account model. AMs are expected to build strong working relationships across both field and executive-level stakeholders, develop a deep understanding of customer business objectives, and help drive broader adoption of Dusty’s platform within their account portfolio.

You will join a growing Account Management team reporting directly to the Head of Account Management. The environment is collaborative, fast-moving, and highly visible, with close partnership across Sales, Implementation, Product, and Support as the company continues to scale.

Account Managers at Dusty Robotics carry a revenue number. This is not a traditional CSM role where renewals get handed off. You will own a target, work your book to hit it, and be accountable to the outcome.

What You Will Own

Renewals and Commercial Ownership

• Own renewals for your assigned portfolio of annual accounts from initial planning discussions through signed agreement
• Identify renewal risk early and proactively develop account plans to improve retention outcomes
• Lead commercial conversations with customers, including pricing, contract structures, renewal terms, and expansion opportunities
• Operate within established pricing frameworks while partnering cross-functionally on approvals and exception requests when needed
• Support win-back and re-engagement efforts for paused or recently lapsed accounts

Account Growth and Expansion

• Identify and develop expansion opportunities within existing accounts, including additional robots, surge units, upgraded contract structures, and professional services offerings
• Build relationships across multiple levels of customer organizations, including field teams, operational leadership, directors, and executive stakeholders
• Develop a strong understanding of each customer’s business objectives, workflows, and organizational structure to proactively identify growth opportunities
• Partner closely with Sales on account expansion strategy, territory alignment, and broader organizational opportunities where applicable

Customer Success and Retention

• Serve as the primary post-implementation point of contact for assigned accounts
• Monitor customer usage, adoption trends, and engagement signals to proactively address churn risk or stalled utilization
• Build strong working relationships with field operators, project engineers, VDC teams, and decision-makers across your account portfolio
• Lead account reviews and customer check-ins based on business needs and account maturity rather than a rigid one-size-fits-all cadence
• Partner closely with Implementation Managers on account transitions, onboarding continuity, and multi-project coordination

Internal Collaboration and Feedback

• Collaborate cross-functionally with Sales, Implementation, Product, Support, and Operations to support customer success and account growth
• Surface customer feedback, product gaps, operational pain points, and field insights to internal teams
• Contribute to account management playbooks, process improvements, and operational scaling initiatives as the team grows
• Help identify customer success stories, ROI examples, and field outcomes that support broader marketing and customer advocacy efforts

What We Are Looking For

Core Qualifications

• 2 to 5 years of experience in Account Management, Customer Success, or a similar post-sale customer-facing role
• Demonstrated experience owning or directly leading commercial renewal and expansion conversations
• Comfortable navigating conversations around pricing, value, contract terms, and customer risk management
• Able to operate independently and manage a portfolio of accounts with a high degree of ownership and accountability
• Strong communicator who can effectively engage both field-level stakeholders and executive leadership teams

What Will Help You Stand Out

• Background in construction, AEC, robotics, industrial technology, or other field-intensive industries
• Experience supporting hardware-enabled products or operational workflows in addition to software platforms
• Familiarity with tools such as Salesforce, Databricks, Notion, Slack, and AI-assisted workflows
• Experience working in an early-stage or high-growth environment where processes and playbooks were still evolving
• Located in or willing to work Central or East Coast business hours

This Role May Be a Stronger Fit for Candidates Who

• Enjoy balancing customer success, commercial ownership, and strategic account growth within the same role
• Are comfortable operating in environments with evolving processes and high levels of cross-functional collaboration
• Prefer managing a focused portfolio of strategic customer relationships rather than a high-volume transactional book
• Take a proactive approach to customer communication, account planning, and problem solving

The Details

• Remote-first role with expected travel of approximately 25% for customer visits, onsite meetings, and team events
• Preferred territory coverage: Central and Eastern United States
• Reports directly to the Head of Account Management
• Compensation structure includes base salary plus variable compensation (85/15 split)
• Benefits include employer-matched 401(k), unlimited PTO, and remote-first flexibility

Why Dusty

Dusty is at a stage where the work you do is visible and the impact shows up in the numbers. The Account Management team has a highly visible impact on customer growth and long-term revenue, and strong performance gets noticed quickly.

Construction is one of the largest industries in the world and one of the last to fully embrace technology. The contractors who adopt Dusty do not just use it on one project and move on. They integrate it into how they work, bring it to new teams, and come back. That dynamic makes account management here genuinely interesting because the product earns its renewals.

You will be joining a team that operates with a lot of autonomy, has direct access to leadership, and is building something that has a tangible impact on how buildings get built. If that sounds like the kind of work you want to be doing, we would love to hear from you.