Scaled Customer Success Manager: Renewals & Growth

Dropbox, Inc.; United States; On-site; USD 143,000 - 193,000; Full time

Job summary

Dropbox, Inc. is seeking a Scaled Customer Success Manager to drive adoption, renewal readiness, and value realization across a portfolio of mid-market and small business customers.

You will leverage product signals to design targeted campaigns and scaling programs, with a focus on timely, personalized outreach. The role partners with Renewal Managers and cross-functional teams to translate health signals into renewal actions, surface growth opportunities as CSQLs, and deliver executive-level

Qualifications

• 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 outcomes.
• 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.
• 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.
• Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer‑data systems.

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.
• Design and execute targeted campaigns and scaled touchpoints that help customers adopt key capabilities, realize value, prepare for renewal, and address common risks.
• Serve as the coordination point between Programmatic and Digital Customer Success and the Renewals Desk, ensuring timely handoffs and clear ownership.
• Own and manage shared inbound customer email channels, triaging questions and ensuring timely responses and resolution.
• Use data to segment customers, identify patterns, test engagement strategies, measure impact, and improve playbooks and automation.
• Engage customers directly when a focused 1:1 conversation is needed to validate a signal, address risk, 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.
• Partner cross-functionally to operationalize repeatable customer programs and surface customer-backed growth levers.

Skills

B2B SaaS Customer Success

Renewals management

Data-driven decisions

Cross-functional collaboration

Customer lifecycle campaigns

CRM systems

Communication

Tools

CRM platforms

Job description

Dropbox, Inc. is seeking a Scaled Customer Success Manager to drive adoption, renewal readiness, and value realization across a portfolio of mid-market and small business customers.

You will leverage product signals to design targeted campaigns and scaling programs, with a focus on timely, personalized outreach. The role partners with Renewal Managers and cross-functional teams to translate health signals into renewal actions, surface growth opportunities as CSQLs, and deliver executive-level