Customer Success Manager

We’re hiring a Customer Success Manager to own and grow a portfolio of Dune’s customers, supporting our most important growth initiative over the coming years.

Customer Success at Dune spans two functions:

• Technical support (reactive troubleshooting and ticketing)

• Commercial customer success (proactive retention, expansion, and value realization)

This role sits firmly in the commercial Customer Success function.

You’ll own a book of enterprise customers, with responsibility for retention, expansion, and long-term success. You’ll work proactively with customers using Dune’s onchain data products—helping them extract value from complex datasets, align Dune to their business goals, and expand usage over time.

This is a quota-carrying role, measured primarily on net dollar retention and expansion, and requires strong technical curiosity, commercial acumen, and the ability to work with sophisticated, data-driven teams.

In this role, you will:

• Own a book of enterprise customers, acting as their primary point of contact post-sale.

• Drive renewals, retention, and expansion across Dune’s onchain data products.

• Proactively manage customer relationships, ensuring customers realize value well ahead of renewal cycles.

• Partner with customers on complex data use cases, helping them understand and operationalize onchain data.

• Identify upsell and expansion opportunities across multiple data products.

• Collaborate closely with Sales to ensure smooth handoffs and aligned account strategies.

• Work with Support and Engineering to resolve technical issues, while keeping the customer experience front and center.

• Build strong feedback loops with Product, sharing insights on customer needs, gaps, and emerging use cases.

• Track customer health, usage, and commercial risk using internal tooling and CRM.

• Help define and improve Customer Success processes as the team scales.

Key success metrics in the first 6 months:

• Strong retention across your customer portfolio.

• Clear expansion pipeline within existing accounts.

• High customer engagement and product adoption.

• Positive customer feedback and referenceability.

• High-quality, actionable feedback delivered to Product and Sales.

You might be a great fit for this role if you:

• Have 3–6+ years of experience in Customer Success, Account Management, or post-sales roles within B2B SaaS.

• Have supported or sold technical or data products to sophisticated customers.

• Are comfortable working with complex solutions rather than simple, transactional products.

• Have experience owning commercial outcomes such as renewals, upsells, and net dollar retention.

• Can engage confidently with technical stakeholders (data teams, engineers, analysts).

• Have experience working with companies similar to those targeted by Dune’s sales team (data-driven, crypto-native, or financial/tech-forward organizations).

• Have familiarity with crypto, blockchain, or financial data—or can demonstrate exceptional ability to learn quickly.

• Are proactive, structured, and comfortable operating in a fast-moving startup environment.

Noteworthy

• This is a proactive, commercial Customer Success role, not a reactive support position.

• Technical curiosity and customer empathy are critical.

• Crypto experience is strongly preferred, though exceptional candidates from adjacent domains will be considered.