Scaled Customer Success Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $126.8k - $193.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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 selective personalized outreach. • Connect Programmatic and Digital Customer Success with the Renewals Desk, translating health, sentiment, risk, and adoption signals into renewal-readiness actions. • Identify and qualify customer-backed growth opportunities as Customer Success Qualified Leads for Sales. • Provide focused engagement for priority customers and deliver executive-level portfolio and forecast updates. • Own shared inbound customer email channels, triaging, resolving, or routing questions and requests. • Design and execute scaled customer touchpoints and lifecycle programs. • Segment customers, 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 product feedback, and capture customer examples. • Synthesize customer voice and share insights with Product, Marketing, Sales, Support, and Customer Experience teams. • Partner cross-functionally to operationalize repeatable programs and identify growth levers such as broader adoption, new use cases, license utilization, or additional product fit.

🎯 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, with experience using those measures alongside customer signals to identify risk and growth levers. • Experience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact on customer behavior or business outcomes. • Excellent written and verbal communication skills, including the ability to create clear customer-facing content and lead effective discovery or feedback conversations. • Demonstrated ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and move shared retention and growth outcomes forward 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 working with a centralized Renewals Desk or specialized renewals team; facilitating webinars, office hours, group enablement, customer communities, or other one-to-many programs; applying test-and-learn methods; supporting collaboration, productivity, content, or AI-enabled SaaS products.