Strategic Customer Success Manager — Renewals & Value

Dropbox, Inc.; United States; On-site; USD 127,000 - 193,000; Full time

Job summary

Dropbox in the United States is seeking a Customer Success Manager to own post-sale relationships for a portfolio of customers, driving measurable value, adoption, and Net Revenue Retention.

You will serve as a trusted advisor, understand business priorities, and partner with Sales and cross-functional teams to align on strategy, identify growth opportunities, and deliver successful customer outcomes in a B2B SaaS environment.

Qualifications

• 4+ years of experience in B2B SaaS Customer Success or related post-sale role.
• Experience directly managing or influencing renewals and retention with measurable outcomes.
• Ability to identify risk, diagnose causes, and mitigate to improve retention.

Responsibilities

• Build and maintain relationships with executive sponsors and stakeholders.
• Own a portfolio of customers and manage health, adoption, value realization, renewal readiness, and retention risk.
• Develop and execute Mutual Success Plans linking Dropbox solutions to customer priorities.
• Own renewals across your portfolio and lead renewal conversations to drive outcomes.
• Lead strategic engagements like Success Business Reviews to demonstrate outcomes and value.
• Collaborate with Sales and cross-functional teams to execute account strategies for retention and growth.
• Use product usage and signals to prioritize actions and address at-risk accounts.

Skills

Customer Success

Account Management

Renewals

Stakeholder Management

Job description

Dropbox in the United States is seeking a Customer Success Manager to own post-sale relationships for a portfolio of customers, driving measurable value, adoption, and Net Revenue Retention.

You will serve as a trusted advisor, understand business priorities, and partner with Sales and cross-functional teams to align on strategy, identify growth opportunities, and deliver successful customer outcomes in a B2B SaaS environment.