Scaled Customer Success Manager

🔥 38 minutes 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

• Drive adoption, value realization, and renewal readiness across a portfolio of mid-market and small business managed customers. • Use customer and product signals to prioritize targeted campaigns, group programs, digital touchpoints, and personalized outreach. • Connect Programmatic and Digital Customer Success with the Renewals Desk for scaled-segment accounts. • Translate customer health, sentiment, risk, and adoption signals into renewal-readiness actions and qualify Customer Success Qualified Leads for Sales. • Provide focused engagement for priority customers and deliver executive-level portfolio and forecast updates. • Design and execute campaigns and scaled touchpoints supporting adoption, value realization, renewal preparation, and risk mitigation. • Manage shared inbound customer email channels, triage requests, coordinate responses, and ensure resolution or routing. • Segment customers, identify patterns, test engagement strategies, measure impact, and improve playbooks, content, workflows, and automation. • Engage customers in focused 1:1 conversations to validate signals, understand sentiment, address risk, gather feedback, and capture examples. • Synthesize customer voice and share actionable insights with Product, Marketing, Sales, Support, and Customer Experience teams. • Identify and qualify customer-backed growth opportunities as Customer Success Qualified Leads and route them to Sales.

🎯 Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale customer role. • Recent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcomes. • Demonstrated success managing customer outcomes across a broad or high-volume portfolio through a combination of one-to-many programs and targeted 1:1 engagement. • Strong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion. • Experience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact. • Excellent written and verbal communication skills, including customer-facing content and discovery or feedback conversations. • Ability to coordinate across Customer Success, Renewals, Sales, and other teams while managing concurrent programs and changing priorities. • Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer-data systems. • Preferred: experience with centralized Renewals Desk models; webinars, office hours, group enablement, customer communities, or other one-to-many programs; test-and-learn methods; collaboration, productivity, content, or AI-enabled SaaS products.