The opportunity
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).
What you'll do
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.
What they're looking for
- + 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.
- Experience in a Customer Success model where CSMs have direct accountability: for or significant influence over renewal rate, gross retention, or recurring revenue outcomes.
