The opportunity
As a Customer Success Manager at Dropbox, you will own the post-sale customer strategy and relationship for a portfolio of customers. You will help customers realize measurable value from their investment while driving product adoption, retention, growth, and Net Revenue Retention (NRR).
What you'll do
Build strong relationships across customer organizations, serving as a: trusted advisor to executive sponsors, business leaders, technical administrators, and other key stakeholders.
Take ownership of the customer strategy across an assigned portfolio, setting: priorities and proactively driving adoption, value realization, stakeholder engagement, retention, and growth.
Develop strong technical fluency across the Dropbox platform and confidently: engage with IT administrators on questions involving product capabilities, security, configuration, integrations, governance, and customer workflows.
Understand customers’ technical environments and business requirements,: helping translate them into practical use cases, recommendations, and actionable feedback for internal teams.
Lead strategic customer engagements—including product education, use-case: development, Success Business Reviews, and value-based renewal discussions—that connect Dropbox capabilities to business outcomes.
Partner closely with Sales and cross-functional teams to develop account: strategies, remove technical and commercial blockers, mitigate renewal risks, and identify appropriate expansion opportunities.
What they're looking for
- + years of experience in B2B SaaS Customer Success, Account Management,: Solutions Consulting, Professional Services, or a comparable customer-facing role, with experience driving product adoption and business value, managing ongoing customer relationships, and engaging technical stakeholders.
- Business and commercial acumen, with a willingness to develop the skills: needed to own assigned customer renewals from 2027, including early renewal planning, commercial discussions, and coordination with Sales and relevant teams to support retention and identify appropriate growth opportunities.
- Technical aptitude and product curiosity, with the ability to learn SaaS: products, customer environments, configurations, and workflows. Comfortable engaging with IT administrators, investigating unfamiliar technical questions, and translating product capabilities into practical guidance.
- Ability to build relationships across customer organizations, from technical: administrators to executive stakeholders, and manage a portfolio across Japan and Korea. The initial allocation is expected to be approximately 80% Japan and 20% Korea, with flexibility to adjust based on business and customer needs.
- Analytical and problem-solving skills, with the ability to use customer: insights, usage data, and business context to assess customer health, identify renewal risks, prioritize actions, and recommend practical solutions.
- A proactive self-starter who can ramp up quickly, seek out information,: navigate ambiguity, and take ownership of moving customer plans forward without close day-to-day direction. Able to build effective working relationships and collaborate with Sales, Product, Support, Legal, Finance, and other teams.
- Bachelor's degree or equivalent practical experience.
- Fluent spoken and written Japanese, including business communication.
