Remote opportunity at
DropboxScaled Customer Success Manager
Dropbox is seeking a Scaled Customer Success Manager to guide adoption, secure renewals, and drive value realization for a portfolio of small business and mid-market accounts.…
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About This Role
Dropbox is seeking a Scaled Customer Success Manager to guide adoption, secure renewals, and drive value realization for a portfolio of small business and mid-market accounts. In this position, you will analyze customer health signals and product data to determine where engagement brings the highest impact. You will deliver relevant experiences via automated digital touchpoints, targeted campaigns, and selective one-on-one communication. This role sits at the intersection of the programmatic…
Job Description
Dropbox is seeking a Scaled Customer Success Manager to guide adoption, secure renewals, and drive value realization for a portfolio of small business and mid-market accounts. In this position, you will analyze customer health signals and product data to determine where engagement brings the highest impact. You will deliver relevant experiences via automated digital touchpoints, targeted campaigns, and selective one-on-one communication. This role sits at the intersection of the programmatic customer success team and the renewals desk, translating sentiment and retention signals into actionable steps. The ideal candidate is an analytical, customer-focused operator who can build repeatable programs, interpret SaaS retention metrics, write clear communications, and engage directly with clients to understand their needs.
Responsibilities
- Manage customer health, adoption, and renewal readiness across a portfolio using lifecycle and engagement signals
- Deliver focused engagement for priority accounts while partnering with Renewal Managers on retention and forecasting
- Design and execute targeted campaigns that help clients adopt key features and prepare for upcoming renewals
- Coordinate between the digital success team and renewals desk to execute save plays for accounts at risk of churn
- Triage and resolve shared inbound customer email channels and route inquiries to the correct partners
- Segment customers using data to test engagement strategies and improve automation playbooks and workflows
- Engage directly with clients in 1-1 conversations to validate signals, gather feedback, and address risk
- Share synthesized customer insights cross-functionally with product, marketing, and sales teams
- Identify customer growth levers like expanded adoption or new use cases and qualify them as leads for sales
Requirements
- Four or more years of professional background in B2B SaaS Customer Success, Account Management, or lifecycle programs
- Recent experience directly managing or materially influencing customer renewals across a book of business
- Demonstrated success handling customer outcomes across high-volume portfolios using 1-to-many programs and 1-to-1 outreach
- Strong analytical judgment with SaaS retention metrics such as renewal rates, gross and net revenue retention, and churn
- Experience designing or executing customer lifecycle, adoption, or renewal readiness campaigns
- Excellent written and verbal communication skills for customer-facing content and discovery conversations
- Demonstrated ability to coordinate across cross-functional teams to drive shared retention and growth outcomes
- Familiarity with Customer Success platforms, CRM systems, marketing automation, or business intelligence tools
Qualifications
- Background working in a Customer Success model partnered with a centralized renewals desk
- Experience facilitating webinars, office hours, group enablement, or customer communities
- Experience applying test-and-learn methodologies to improve engagement and retention outcomes
- Background supporting collaboration, productivity, content, or artificial intelligence enabled software products
Core Skills
Frequently Asked Questions
What is the employment type for this position?
The posting indicates that this is a full-time position.
What is the remote work policy for this role?
The source posting specifies that this is an on-site position.
What salary is offered for this role?
The source posting does not specify a salary for general locations, though it lists a Canadian pay range of $142,400 to $192,600 CAD.
How many years of experience are required?
Candidates must have four or more years of experience in B2B SaaS Customer Success, Account Management, digital customer success, lifecycle programs, or a comparable post-sale customer role.
Sample Interview Questions
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