Principal Program Manager, Renewals Strategy

🕒 August 20

🇺🇸 United States – Remote

💵 $230.5k - $350.9k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue • Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates • Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals • Design playbooks, operating rhythms, and best practices to proactively identify and mitigate renewal risk • Leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency • Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience • Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting • Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and improve retention outcomes • Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth • Influence senior leaders to align on customer retention priorities and operational improvements

🎯 Requirements

• 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations • Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment • Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations • Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance • Experience leading new initiatives or organizational transformations from concept through operational execution • Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority • Strong strategic thinking with ability to translate strategy into operational execution • Excellent executive communication and stakeholder management skills • Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes • Preferred: Experience working within or alongside Customer Success organizations • Preferred: Experience supporting multi-product SaaS portfolios • Preferred: Experience implementing renewal and retention playbooks or lifecycle revenue frameworks • Preferred: Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing