Senior CSM: Renewals & Value Realization

Dropbox

Canada

On-site

CAD 142,000 - 193,000

Full time

8 days ago

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Job summary

Dropbox is seeking a Customer Success Manager to own post-sale relationships for a portfolio of customers in Canada. You will drive product adoption, retention, and Net Revenue Retention (NRR) by understanding customer priorities, stakeholders, and desired outcomes.

You will partner with Sales and cross-functional teams to align strategies and mitigate renewal risks. The role emphasizes strategic relationship-building across executive sponsors and senior stakeholders, with a focus on driving

Qualifications

4+ years in B2B SaaS Customer Success or similar post-sale role.
Direct experience influencing renewals and retention with measurable outcomes.
Identify customer risk, build mitigation plans, improve retention.
Build strategic relationships across multiple levels incl. executives.
Connect product adoption to customer objectives and value.
Strong analytical and problem-solving skills using customer signals.

Responsibilities

Build and maintain relationships with customer organizations and stakeholders.
Own a portfolio and manage health, adoption, value realization, renewal readiness, and retention risk.
Develop Mutual Success Plans linking Dropbox solutions to business value.
Own renewals across portfolio and drive renewal outcomes.
Lead Success Business Reviews and value conversations with customers.
Collaborate with Sales and cross-functional teams on account strategies.
Use product usage data and signals to prioritize actions across accounts.