Overview
About the Role
Dropbox is hiring a Scaled Customer Success Manager for its Virtual First team, focused on mid-market and small-business managed customers in the US (Zones 2 and 3). The role uses customer and product signals to prioritize engagement, drive adoption and value, and support renewal readiness through campaigns, group programs, digital touchpoints, and selective 1:1 outreach. The role also connects Programmatic/Digital Customer Success with the Renewals Desk and helps identify growth opportunities for handoff to Sales.
Responsibilities
– Own adoption, health, and renewal readiness across a scaled portfolio, using lifecycle, usage, engagement, sentiment, and retention signals.
– Provide focused engagement for priority accounts, partnering with Renewal Managers and stakeholders, and sharing executive-level portfolio and forecast updates.
– Design and run targeted campaigns and scaled touchpoints for adoption, value realization, renewal preparation, and common risks.
– Coordinate with the Renewals Desk on handoffs, visibility, ownership, and save plays for at-risk accounts.
– Manage shared inbound customer channels, triaging and routing requests with clear follow-through.
– Use data to segment customers, test engagement approaches, measure impact, and improve playbooks, content, workflows, and automation.
– Hold focused 1:1 conversations when needed to validate signals, understand sentiment, address risk, gather feedback, or capture examples.
– Share customer insights with Product, Marketing, Sales, Support, and Customer Experience partners.
– Help operationalize repeatable programs and qualify customer-backed growth opportunities as Customer Success Qualified Leads (CSQLs) for Sales.
Requirements
– 4+ years in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale role.
– Recent experience managing or materially influencing renewals, with examples of save plays, churn/contraction mitigation, and retention outcomes.
– Success managing outcomes across a broad/high-volume portfolio via one-to-many programs plus targeted 1:1 engagement.
– Strong analytical judgment and fluency in SaaS retention metrics (renewal rate, gross/net revenue retention, churn, contraction, expansion).
– Experience designing/executing lifecycle, adoption, retention, or renewal-readiness campaigns and measuring impact.
– Excellent written and verbal communication, including customer-facing content and discovery/feedback conversations.
– Ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and advance shared outcomes amid concurrent priorities.
– Experience with Customer Success platforms, CRM, marketing automation, BI, or related customer-data systems.
Preferred Qualifications
– Experience with a model partnering with a centralized Renewals Desk or specialized renewals team.
– Experience facilitating webinars, office hours, group enablement, communities, or other one-to-many programs.
– Experience applying test-and-learn methods to improve engagement, adoption, retention, or conversion.
– Experience supporting collaboration, productivity, content, or AI-enabled SaaS products.
Additional Notes
– Virtual First role; travel to offsites/team gatherings approx. 5-10% (about 2-3 days per quarter).
– Compensation: $142,700-$193,100 USD (Zone 2) / $126,800-$171,600 USD (Zone 3). See original posting for zone details, benefits, and full information.
– Full original posting: https://www.dropbox.jobs/en/jobs/8233086/scaled-customer-success-manager/
Please apply via the original posting.