Renewals Strategy Principal Program Manager

About This RoleAI processing…

Key Responsibilities

• 1
  Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue.
• 2
  Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates.
• 3
  Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals.
• 4
  Design playbooks, operating rhythms, and best practices that enable Customer Success to proactively identify and mitigate renewal risk.
• 5
  Identify opportunities to leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency.
• 6
  Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience.
• 7
  Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.
• 8
  Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and continuously improve retention outcomes.
• 9
  Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth.
• 10
  Influence senior leaders across the business to align on customer retention priorities and operational improvements.

Requirements

• 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.
• Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment.
• Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.
• Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance.
• Experience leading new initiatives or organizational transformations from concept through operational execution.
• Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority.
• Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.
• Excellent executive communication and stakeholder management skills.
• Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes.
• Experience working within or alongside Customer Success organizations
• Experience supporting multi-product SaaS portfolios
• Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
• Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing
• 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