Program Manager, Customer Programs

Dropbox; San Francisco (CA); Remote; USD 144,000 - 195,000; Full time

Job summary

Dropbox is seeking a Senior Program Manager, Customer Programs to lead cross-functional initiatives that deepen customer engagement, learning, and value delivery across the lifecycle.

In a Virtual First environment, you will coordinate with Sales, CS, Product, Design, and GTM teams to define objectives, align stakeholders, and deliver measurable outcomes, while maintaining executive visibility and customer focus.

Qualifications

• 8+ years of experience in program management, customer programs, strategy & operations, GTM operations, product operations, or a related field.
• Ability to take highly ambiguous initiatives from problem definition through execution, with limited direction.
• Experience leading customer-facing programs with strong judgment around engagement and experience.
• Coordinate multiple senior stakeholders and functions with different priorities and ownership.
• Strong operating judgment to determine structure, tradeoffs, and repeatable mechanisms.
• Excellent written and verbal communication; synthesize data into concise recommendations.
• Hands-on senior IC who can operate between strategic problems and detailed execution.

Responsibilities

• Lead complex customer programs end-to-end with clear objectives, milestones, owners, risks, and outcomes.
• Create a coordinated customer experience across Dropbox by partnering with Sales, CS, Product, and other teams.
• Lead large cross-functional teams through priorities and ambiguity to drive decisions.
• Translate customer signals into actions for Product and GTM owners.
• Build scalable program infrastructure, including playbooks, readiness criteria, and risk paths.
• Provide executive-level synthesis of program health, customer signal, risks, and recommendations.

Skills

8+ years PM experience

Cross-functional leadership

Customer programs

Ambiguity handling

Senior IC

Stakeholder management

Communications

Hands-on execution

Job description

Role Description

Dropbox is looking for a Senior Program Manager, Customer Programs to lead complex, cross-functional programs that deepen how we engage, learn from, and deliver value to our customers.

• Remote - US: Select locations
• Remote
• Full Time
• Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3.

This role sits at the intersection of customers, GTM, and Product. You will lead programs that bring customers into important moments across the product and customer lifecycle - from early product learning and customer validation to launches, adoption, advocacy, and strategic customer engagement. You’ll ensure we are engaging the right customers for the right purpose, creating a coordinated experience across Dropbox, and turning what we learn into clear actions for the business.

This is a senior individual-contributor role with significant autonomy and executive visibility. You’ll take high-priority initiatives that often span multiple functions, have evolving requirements, or lack an established operating model and turn them into well-run programs. You’ll define the objective, determine the right program approach, align stakeholders, establish ownership and decision points, manage dependencies and risks, and drive execution through measurable outcomes.

A critical part of the role is representing the customer experience across the entire program, not simply coordinating internal teams. You’ll think deliberately about who we engage, why we are engaging them, what we are asking of them, how Dropbox shows up across touchpoints, and how we close the loop on their participation. The customer should experience one coordinated Dropbox program even when many internal teams are involved behind the scenes.

You’ll work across Sales, Customer Success, Product, Research, Design, Engineering, Product Marketing, Customer Marketing, Analytics, and other teams depending on the program. Over time, you’ll also help Dropbox build more repeatable ways to run customer programs - creating playbooks and operating mechanisms that allow successful approaches to scale without creating unnecessary process.

Responsibilities

• Lead complex customer programs end-to-end, translating ambiguous business priorities into clear objectives, operating plans, milestones, decision points, owners, risks, and measurable outcomes.
• Create a coordinated customer experience across Dropbox by partnering with Sales, Customer Success, Product, and other teams to ensure customers receive clear expectations, thoughtful engagement, and appropriate follow-through.
• Lead large cross-functional teams through competing priorities, dependencies, and ambiguity, driving decisions and accountability without relying on formal authority.
• Connect customer signal to action by ensuring feedback, behavior, and program results reach the right Product and GTM owners and translate into decisions, changes, or clearly documented next steps.
• Build practical and scalable program infrastructure - including workbacks, decision rights, readiness criteria, status mechanisms, risk/escalation paths, measurement, and reusable playbooks - while avoiding unnecessary process.
• Provide clear executive-level synthesis of program health, customer signal, risks, tradeoffs, decisions, and recommendations.

Requirements

• 8+ years of experience in program management, customer programs, strategy & operations, GTM operations, product operations, or a related field, with demonstrated ownership of complex cross-functional programs.
• Demonstrated ability to take a highly ambiguous initiative from problem definition through execution, measurement, and outcome, operating independently with limited direction.
• Experience leading programs involving customers or customer-facing teams, with strong judgment around customer selection, engagement, communications, expectations, and experience.
• Demonstrated ability to coordinate multiple senior stakeholders and functions with different priorities, dependencies, and decision rights while maintaining momentum and accountability.
• Strong operating judgment: able to determine the appropriate level of structure for a problem, make tradeoffs, simplify where possible, and build repeatable mechanisms where needed.
• Strong written and verbal communication skills, including the ability to synthesize complex qualitative and quantitative information into concise recommendations, decisions, and executive updates.
• Demonstrated ability to operate as a hands‑on senior IC, moving comfortably between strategic problem-solving and the detailed execution required to deliver a program successfully.

Preferred Qualifications

• Experience leading customer programs involving early product feedback, beta/early-access programs, customer validation, product launches, adoption, advocacy, or strategic customer engagement.
• Experience working across both Product/EPD and GTM organizations and translating customer needs and business requirements between the two.
• Experience building a new program or operating model and scaling it across products, customer segments, or business priorities.
• Experience in B2B SaaS, enterprise software, collaboration/productivity technology, or another complex technology environment.
• Experience using AI and automation to improve program execution, customer insights, synthesis, reporting, or operating efficiency.

Durable Skills

AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:

• Awareness: Understand yourself and others.
• Judgment: Evaluate information and make decisions in complex situations.
• Adaptability: Learn, adjust, and stay effective through change.
• Connection: Communicate, collaborate, and build trust.

Compensation

US Zone 1

This role is not available in Zone 1

US Zone 2

$143,800—$194,600 USD

US Zone 3

$127,800—$173,000 USD

The range(s) listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change. Please note, OTE are for sales roles only.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.

Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:

• US Zone 1: San Francisco metro, New York City metro, or Seattle metro
• US Zone 2: California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Illinois (Chicago metro), Indiana (Chicago metro), Maryland, Massachusetts, Michigan (Chicago metro), New Hampshire, New Jersey (outside NYC metro), New York (outside NYC metro), Oregon, Pennsylvania (D.C. metro), Pennsylvania (outside NYC metro), Texas (Austin metro) Virginia (DC metro), Washington (outside Seattle metro), Washington DC metro, West Virginia (DC metro), Wisconsin (Chicago metro)
• US Zone 3: All other US locations

Team Description

The Dropbox Sales and Channel Team brings the power of enlightened work to organizations worldwide. We deliver solutions that transform how companies collaborate. We don’t just sell products—we create partnerships that help companies leverage Dropbox Business to ignite new ways of working. From crafting sales strategies to analyzing business performance, we work with our customers, channel partners, and business decision makers to develop insights, identify opportunities, and do the planning and execution necessary to drive growth. If you're excited about creating partnerships inside the organization and out, join the Sales team.

Virtual First

Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.

This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible.

AI Fluency

AI fluency is a core part of how we work and grow. It’s not about being an expert—it’s about using these tools thoughtfully and effectively to improve your work and support others. We look for four key behaviors in candidates:

• Ownership: You use AI responsibly by protecting data, applying sound judgment, and taking accountability for the quality and accuracy of your work.
• Experimentation: You explore new AI capabilities and apply them to improve workflows within approved tools and practices.
• Leverage: You use AI to enhance thinking, improve efficiency, and increase your impact and your team’s.
• Learning: You stay current on emerging AI tools and trends, continuously build your skills, and share what you learn with others.