Role Description
As a Customer Success Manager at Dropbox, you will own the post-sale relationship for a portfolio of customers, with a focus on helping them realize measurable value from their investment while driving product adoption, retention, and Net Revenue Retention (NRR).
You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of your customers’ business priorities, desired outcomes, stakeholders, and evolving needs. You will use customer insights, product adoption signals, stakeholder relationships, and demonstrated business value to proactively identify opportunities, address risks, and strengthen the customer’s long-term relationship with Dropbox.
You will partner closely with Sales and cross-functional teams to align on customer strategy, navigate more complex commercial situations, identify growth opportunities, and deliver successful customer outcomes.
The successful candidate is results-driven, customer-focused, and comfortable navigating complex customer organizations. They bring strong Customer Success fundamentals along with demonstrated experience influencing or owning renewals, mitigating customer risk, and delivering measurable retention outcomes in a B2B SaaS environment.
Responsibilities
- Build and maintain strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, administrators, and other key stakeholders throughout their journey with Dropbox.
- Own a portfolio of customers and proactively manage customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk.
- Develop and execute Mutual Success Plans that connect Dropbox solutions to customer priorities, desired outcomes, and measurable business value.
- Own customer renewals across your portfolio, including developing renewal strategies, assessing renewal likelihood, identifying and mitigating risks, leading customer renewal conversations, coordinating cross-functional actions, and driving each renewal to an outcome.
- Lead strategic customer engagements, including Success Business Reviews and value conversations, that demonstrate outcomes, uncover changing business needs, strengthen stakeholder alignment, and reinforce the customer’s case for continued investment.
- Partner closely with Account Management/Sales and cross-functional teams to develop and execute account strategies that support customer retention, successful renewals, and appropriate growth opportunities.
- Use product usage, customer sentiment, business context, stakeholder engagement, and other customer signals to prioritize actions across your book of business and proactively address accounts requiring intervention.
Requirements
- 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role, with demonstrated success managing a portfolio of customers.
- Recent experience directly managing or materially influencing customer renewals and retention, with the ability to provide measurable examples of renewal, retention, or churn-reduction outcomes.
- Demonstrated ability to identify customer risk, diagnose underlying causes, build mitigation plans, and take proactive action to improve retention outcomes.
- Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive and senior-level stakeholders.
- Strong business acumen and demonstrated ability to connect product adoption and usage to customer objectives, measurable outcomes, and business value.
- Strong analytical and problem-solving skills, with experience using quantitative and qualitative customer signals to assess health, prioritize a portfolio, and make informed decisions.
- Demonstrated ability to navigate complex customer situations and collaborate cross-functionally with teams such as Sales, Product, Support, Legal, and Finance.
Preferred Qualifications
- Experience in a Customer Success model where CSMs have direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes.
- Experience managing strategic or enterprise customer relationships with multiple stakeholders and complex decision-making processes.
- Demonstrated experience successfully retaining at-risk customers facing challenges such as declining adoption, budget pressure, competitive threats, organizational change, or product consolidation.
- Experience developing and presenting executive-level business reviews and value narratives that connect customer outcomes to continued investment.
- Experience working across a portfolio of SaaS products or solutions and quickly developing the product and technical knowledge necessary to advise customers effectively.
Durable Skills
AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:
- Awareness: Understand yourself and others.
- Judgment: Evaluate information and make decisions in complex situations.
- Adaptability: Learn, adjust, and stay effective through change.
- Connection: Communicate, collaborate, and build trust.
To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.