Dropbox: Scaled Customer Success Manager

About the role

Headquarters: California URL: https://www.dropbox.com/ Role Description As a Scaled Customer Success Manager at Dropbox, you will drive adoption, value realization, and renewal readiness across a portfolio of mid-market and small business managed customers. You will use customer and product signals to identify where engagement can have the greatest impact, then deliver timely, relevant experiences through targeted campaigns, group programs, digital touchpoints, and selective personalized outreach. You will play a central role in connecting our Programmatic and Digital Customer Success team wit

Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale customer role.
• Recent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcom
• Demonstrated success managing customer outcomes across a broad or high-volume portfolio through a combination of one-to-many programs and targeted 1:1 engagement.
• Strong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion, with experience using those
• Experience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact on customer behavior or business outcomes.
• Excellent written and verbal communication skills, including the ability to create clear customer-facing content and lead effective discovery or feedback conversations.
• Demonstrated ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and move shared retention and growth outcomes forward while managing concurrent program
• Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer-data systems.