Customer Success Manager

🔥 14 hours ago

🇨🇦 Canada – Remote

💵 $142.4k - $192.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Dropbox

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Dropbox is a cloud-based service that provides tools for storing, sharing, and accessing files across devices. It offers features such as document sharing, video review, automatic backups, and AI-driven scheduling. Dropbox also provides solutions for different sectors like teams, sales, marketing, and education, and industries including construction, media, technology, and manufacturing. With a focus on security, Dropbox ensures files are encrypted and protected against tampering. It offers integrations with various productivity tools and is trusted by major companies for efficient file management and collaboration.

📋 Description

• Own the post-sale relationship for a portfolio of customers, helping them realize measurable value while driving product adoption, retention, and Net Revenue Retention. • Serve as a trusted advisor throughout the customer journey by understanding business priorities, desired outcomes, stakeholders, and evolving needs. • Use customer insights, product adoption signals, stakeholder relationships, and demonstrated business value to identify opportunities, address risks, and strengthen long-term customer relationships. • Build and maintain relationships with business leaders, executive sponsors, administrators, and other key stakeholders. • Proactively manage customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk. • Develop and execute Mutual Success Plans connecting Dropbox solutions to customer priorities, desired outcomes, and measurable business value. • Own customer renewals, including renewal strategies, renewal-likelihood assessments, risk mitigation, customer renewal conversations, cross-functional coordination, and driving renewals to outcomes. • Lead strategic customer engagements, including Success Business Reviews and value conversations. • Partner with Account Management/Sales and cross-functional teams to execute account strategies supporting retention, renewals, and appropriate growth opportunities. • Use product usage, customer sentiment, business context, stakeholder engagement, and other signals to prioritize actions and intervene in at-risk accounts. • Collaborate with Sales, Product, Support, Legal, and Finance.

🎯 Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role, with demonstrated success managing a portfolio of customers. • Recent experience directly managing or materially influencing customer renewals and retention, with the ability to provide measurable examples of renewal, retention, or churn-reduction outcomes. • Demonstrated ability to identify customer risk, diagnose underlying causes, build mitigation plans, and take proactive action to improve retention outcomes. • Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive and senior-level stakeholders. • Strong business acumen and demonstrated ability to connect product adoption and usage to customer objectives, measurable outcomes, and business value. • Strong analytical and problem-solving skills, with experience using quantitative and qualitative customer signals to assess health, prioritize a portfolio, and make informed decisions. • Demonstrated ability to navigate complex customer situations and collaborate cross-functionally with teams such as Sales, Product, Support, Legal, and Finance. • Preferred: Experience in a Customer Success model where CSMs have direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes. • Preferred: Experience managing strategic or enterprise customer relationships with multiple stakeholders and complex decision-making processes. • Preferred: Demonstrated experience successfully retaining at-risk customers facing challenges such as declining adoption, budget pressure, competitive threats, organizational change, or product consolidation. • Preferred: Experience developing and presenting executive-level business reviews and value narratives that connect customer outcomes to continued investment. • Preferred: Experience working across a portfolio of SaaS products or solutions and quickly developing the product and technical knowledge necessary to advise customers effectively.