Remote Scaled Customer Success Manager

Dropbox; United States; Remote; USD 127,000 - 193,000; Full time

Job summary

Dropbox is seeking a Scaled Customer Success Manager to drive adoption, health, and renewal readiness across a mid-market and small business portfolio. You will use product signals to plan targeted campaigns and work with Renewal Managers to coordinate retention and growth actions.

The role requires managing renewals, analyzing retention metrics, and translating customer feedback into actionable insights for Product, Marketing, and Sales.

Qualifications

• 4+ years in B2B SaaS Customer Success or similar post-sale role.
• Experience influencing renewals with measurable outcomes.
• Experience managing high-volume portfolios via programs and 1:1 engagement.
• Fluency in SaaS retention metrics and related KPIs.
• Experience designing lifecycle or renewal campaigns and measuring impact.
• Excellent written and verbal communication.

Responsibilities

• Own adoption, customer health, and renewal readiness across a scaled customer portfolio, using lifecycle, product usage, engagement, sentiment, and retention signals to prioritize action and improve renewal outcomes.
• Provide focused engagement for a priority group of customers, partnering closely with Renewal Managers and other account stakeholders to coordinate retention and growth actions and deliver regular executive-level portfolio and forecast updates for top accounts in the scaled portfolio.
• Design and execute targeted campaigns and scaled touchpoints that help customers adopt key capabilities, realize value, prepare for renewal, and address common risks at the right moments in their journey.
• Serve as the coordination point between Programmatic and Digital Customer Success and the Renewals Desk, ensuring timely handoffs, shared visibility, clear ownership, and coordinated save plays for customers with renewal-readiness gaps or identified churn and contraction risk.
• Own and manage shared inbound customer email channels, triaging questions and requests, coordinating timely responses, and ensuring issues are resolved or routed to the appropriate partner with clear follow-through.
• Use data to segment customers, identify patterns, test engagement strategies, measure impact, and continuously improve playbooks, content, workflows, and automation.
• Engage customers directly when a focused 1:1 conversation is needed to validate a signal, understand sentiment, address risk, gather product feedback, or capture a representative customer example.
• Synthesize customer voice across the portfolio and share actionable insights with Product, Marketing, Sales, Support, and Customer Experience partners to improve the product and customer journey.
• Partner cross-functionally to operationalize repeatable customer programs, resolve gaps in the customer experience, and identify customer-backed growth levers such as broader adoption, new use cases, license utilization, or additional product fit. Qualify relevant opportunities as Customer Success Qualified Leads (CSQLs) and route them to Sales with clear customer context and supporting signals.

Skills

B2B SaaS

Account management

Renewals

Data analysis

Customer communication

Cross-functional collaboration

Tools

CRM systems

Marketing automation

BI tools

Job description

Dropbox is seeking a Scaled Customer Success Manager to drive adoption, health, and renewal readiness across a mid-market and small business portfolio. You will use product signals to plan targeted campaigns and work with Renewal Managers to coordinate retention and growth actions.

The role requires managing renewals, analyzing retention metrics, and translating customer feedback into actionable insights for Product, Marketing, and Sales.