Customer Success Manager
New
D
DropboxB2B SaaS
Remote - US: Select locationsFull-TimeMiddle
Salary126,800 - 193,100 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- Data AnalysisStakeholder managementCustomer SuccessAccount Management
Requirements
- 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role.
- Demonstrated success managing a portfolio of customers.
- Recent experience directly managing or materially influencing customer renewals and retention.
- Proven ability to provide measurable examples of renewal, retention, or churn-reduction outcomes.
- Experience identifying customer risk, diagnosing underlying causes, and building mitigation plans.
- Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive-level stakeholders.
- Strong business acumen and ability to connect product usage to measurable business value.
- Strong analytical and problem-solving skills, utilizing quantitative and qualitative customer signals.
- Demonstrated ability to navigate complex customer situations and collaborate cross-functionally.
Responsibilities
- Build and maintain strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, and key stakeholders.
- 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, and leading renewal conversations.
- Lead strategic customer engagements, including Success Business Reviews and value conversations, to strengthen stakeholder alignment and reinforce the case for continued investment.
- Partner closely with Account Management/Sales and cross-functional teams to develop and execute account strategies.
- Use product usage, customer sentiment, and stakeholder engagement signals to prioritize actions across your book of business.
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