Renewals Strategy Principal Program Manager
D
DropboxSaaS
Remote - US: Select locationsFull-TimePrincipal
Salary230,500 - 350,900 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Cross-functional Team LeadershipCustomer SuccessSaaSData analytics
Requirements
- 10+ 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.
- 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.
- Strong analytical skills with experience using data to drive operational decisions and measure business outcomes.
Responsibilities
- 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.
- 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 and increase operational efficiency.
- Partner with cross-functional teams including Product, Sales, Finance, Legal, and Engineering to improve the end-to-end renewal experience.
- Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.
- Analyze customer behavior and renewal performance to identify trends and recommend strategic investments.
- Lead cross-functional initiatives that improve customer lifecycle management and drive recurring revenue growth.
- Influence senior leaders across the business to align on customer retention priorities.
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