Customer Success Manager

September 24

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Dropbox

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Cloud Storage • Enterprise • Productivity

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.

1001 - 5000 employees

Founded 2007

🏢 Enterprise

⚡ Productivity

📋 Description

• Own post-sale customer deployment, adoption, and product education and training for Dropbox customers • Build and maintain strong relationships with customers as a trusted advisor throughout their journey with Dropbox • Lead customer engagement efforts to drive deployment, product education, usage, adoption, and integration into daily workflows • Drive increased product value realization across the customer base and improved user advocacy • Ensure customers achieve their desired outcomes through Mutual Success Plans and influence account growth in close partnership with Sales • Proactively flag and collaborate with CX or Product teams to resolve customer issues efficiently • Prepare and deliver Success Business Reviews, providing insights on adoption, planning, and product updates • Maintain a deep understanding of Dropbox products and roadmap, promote new features, and serve as the voice of the customer internally • Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention, and growth

🎯 Requirements

• 4+ years of experience in B2B SaaS Customer Success, with a proven record of driving product deployment, increasing customer adoption, and improving retention • Strong experience managing strategic customer relationships at large enterprises (2,000+ employees) with a collaborative and proactive approach • Technical aptitude and the ability to communicate effectively with IT administrators and stakeholders at all levels • Self-starter with demonstrated success navigating complex scenarios, leading cross-functional initiatives, and thriving in fast-paced, dynamic environments • Positive, team-oriented mindset with the ability to contribute meaningfully to overall team culture • Excellent collaboration skills and the ability to build strong, long-lasting relationships across teams and the organization • Bachelor’s degree or equivalent experience required • Native-level fluency in Japanese and business-level proficiency in English • Flexibility to travel occasionally for global off-sites and customer on-site meetings (generally less than 10% of the time) • General knowledge of generative AI and search infrastructure (preferred) • Experience working with channel partners (preferred) • Previous experience with CRM systems, paired with strong analytical and quantitative skills (preferred) • Business-level proficiency in Korean (preferred)