Customer Success Manager

About This RoleAI processing…

Key Responsibilities

• 1
  Build and maintain strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, administrators, and other key stakeholders throughout their journey with Dropbox.
• 2
  Own a portfolio of customers and proactively manage customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk.
• 3
  Develop and execute Mutual Success Plans that connect Dropbox solutions to customer priorities, desired outcomes, and measurable business value.
• 4
  Own customer renewals across your portfolio, including developing renewal strategies, assessing renewal likelihood, identifying and mitigating risks, leading customer renewal conversations, coordinating cross-functional actions, and driving each renewal to an outcome.
• 5
  Lead strategic customer engagements, including Success Business Reviews and value conversations, that demonstrate outcomes, uncover changing business needs, strengthen stakeholder alignment, and reinforce the customer’s case for continued investment.
• 6
  Partner closely with Account Management/Sales and cross-functional teams to develop and execute account strategies that support customer retention, successful renewals, and appropriate growth opportunities.
• 7
  Use product usage, customer sentiment, business context, stakeholder engagement, and other customer signals to prioritize actions across your book of business and proactively address accounts requiring intervention.

Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role, with demonstrated success managing a portfolio of customers.
• Recent experience directly managing or materially influencing customer renewals and retention, with the ability to provide measurable examples of renewal, retention, or churn-reduction outcomes.
• Demonstrated ability to identify customer risk, diagnose underlying causes, build mitigation plans, and take proactive action to improve retention outcomes.
• Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive and senior-level stakeholders.
• Strong business acumen and demonstrated ability to connect product adoption and usage to customer objectives, measurable outcomes, and business value.
• Strong analytical and problem-solving skills, with experience using quantitative and qualitative customer signals to assess health, prioritize a portfolio, and make informed decisions.
• Demonstrated ability to navigate complex customer situations and collaborate cross-functionally with teams such as Sales, Product, Support, Legal, and Finance.
• Experience in a Customer Success model where CSMs have direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes.
• Experience managing strategic or enterprise customer relationships with multiple stakeholders and complex decision-making processes.
• Demonstrated experience successfully retaining at-risk customers facing challenges such as declining adoption, budget pressure, competitive threats, organizational change, or product consolidation.
• Experience developing and presenting executive-level business reviews and value narratives that connect customer outcomes to continued investment.
• Experience working across a portfolio of SaaS products or solutions and quickly developing the product and technical knowledge necessary to advise customers effectively.
• Awareness: U nderstand yourself and others .
• Judgment: E valuat e information and mak e decisions in complex situations .
• Adaptability: L earn, adjust, and stay effective through change .
• Connection: C ommunicat e , collaborat e , and build trust .

Perks & BenefitsTypical for this role