Scaled Customer Success Manager

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October 25

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Dropbox DocSend

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SaaS • Enterprise • Security

Dropbox DocSend is a secure document sharing platform that provides users with real-time control and insights over their shared files. It simplifies the process of managing, sharing, and tracking important documents by allowing links to be sent instead of bulky attachments. The platform is trusted by over 34,000 companies globally and offers features like file download control, real-time intelligence, and dynamic watermarking. Dropbox DocSend is particularly useful for board communications, fundraising, investment management, media sales, and professional services. With the capability to update files after sharing and access detailed analytics, it helps users remain organized and informed, ultimately increasing efficiency and security in document sharing.

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🔐 Security

📋 Description

• Manage the growth and renewal of a ~100 accounts nationwide portfolio with a data-driven approach. • Monitor district health scores and usage data to assess risks and opportunities, identifying appropriate course of action. • Identify opportunities to automate processes and build scalable customer success strategies to manage a large customer base efficiently. • Work cross-functionally to develop and optimize digital workflows that help drive adoption, expansion, and renewal. • Act as a trusted digital advisor to customers, even at scale, to ensure they are achieving their business goals with the product. • Track, report, and optimize KPIs related to digital customer success initiatives. • Understand client business priorities, goals, and risks • Craft business-aligned success plans for expansions • Escalate early risks and own mitigation strategies using data and evidence • Connect the dots between product capabilities and district needs, presenting bold but grounded paths forward • Own the account plan and narrative: 'Here’s where you are. Here’s where we’re going. Here’s what greatness could look like.' • Build and deploy strategies to earn trust across multiple stakeholders —from cabinet-level leaders to operational doers at scale • Maintain account momentum by aligning internal teams and clients around shared goals • Use data and storytelling to show progress, drive adoption, and frame impact, communicating that effectively through digital channels • Identify new use cases and opportunities for expansion that are tied to business outcomes • Step into complex or ambiguous challenges and provide structure, clarity, and a confident path forward • Hold both clients and internal teams accountable to timelines, outcomes, and commitments • Escalate when needed, but more importantly, unblock proactively.

🎯 Requirements

• 4-8 years in customer success with at least 2 years of experience working with large portfolios (~100 accounts) • Demonstrated success in managing and expanding customer accounts and experience preventing churn under difficult circumstances • Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions • Experience implementing solutions, driving change management, and evangelizing outcomes • Early-stage startup experience, or experience working in an entrepreneurial environment • Experience driving success when working with highly complex organizations, ideally in K12 • Highly developed Growth Mindset, Intrinsic Motivation, Emotional Intelligence, Accountability, and Systemic Thinking skills.

🏖️ Benefits

• Flexible work arrangements • Professional development • Support for K-12 education initiatives