The opportunity
Dropbox is entering an exciting new chapter in how we support, retain, and grow our customers.
What you'll do
Lead Dropbox's retention strategy for commercial customers, identifying: opportunities to improve customer outcomes and recurring revenue.
Develop scalable retention programs, renewal strategies, and customer: lifecycle initiatives that increase customer health, product adoption, and renewal rates.
Partner with Customer Success and Sales leadership to evolve the renewal: operating model as Customer Success assumes ownership of commercial renewals.
Design playbooks, operating rhythms, and best practices that enable Customer: Success to proactively identify and mitigate renewal risk.
Identify opportunities to leverage AI, automation, and technology to improve: customer engagement, reduce manual work, and increase operational efficiency.
Partner with Product, Sales, Revenue Operations, Finance, Legal, and: Engineering to improve the end-to-end customer renewal experience.
What they're looking for
- + years of experience in SaaS strategy, renewals, customer lifecycle: management, customer success, revenue operations, or commercial operations.
- Experience designing, building, or scaling renewal, retention, or recurring: revenue programs within a B2B SaaS environment.
- Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.
- Experience building scalable operating models, processes, playbooks,: governance, or customer programs that improved business performance.
- Experience leading new initiatives or organizational transformations from: concept through operational execution.
- Proven ability to lead complex cross-functional programs and influence senior: stakeholders without direct authority.
- Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.
- Excellent executive communication and stakeholder management skills.
