Taking applicationsVoice Support·Posted 20d ago
Scaled Customer Success Manager
Dropbox
🇺🇸 United States of America
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
🇺🇸 United States of America
Open to people in the United States
EnglishMid level
About the role
This is a scaled customer success manager role at Dropbox, managing adoption, health, and renewal readiness across a portfolio of mid-market and small business customers. It focuses on digital engagement, inbound email triage, and coordinating with Renewals and Sales on retention and growth opportunities.
What you'll do
- Own adoption, customer health, and renewal readiness across a scaled portfolio
- Design and execute targeted campaigns and scaled touchpoints
- Coordinate between Digital Customer Success and the Renewals Desk
- Manage shared inbound customer email channels
- Use data to segment customers and improve playbooks
- Engage customers directly when 1:1 conversation is needed
- Synthesize customer voice for Product, Marketing, Sales, Support, and Customer Experience
- Qualify Customer Success Qualified Leads (CSQLs) and route them to Sales
What you'll need
- 4+ years of experience in B2B SaaS Customer Success or comparable post-sale role
- Recent experience managing or materially influencing customer renewals
- Experience with save plays, churn mitigation, and retention outcomes
- Success managing outcomes across a broad or high-volume portfolio
- Strong analytical judgment and fluency in SaaS retention metrics
- Comfortable with one-to-many programs and targeted 1:1 engagement
Skills
Customer successRenewal managementChurn and contraction mitigationSaaS retention metricsData segmentationCustomer communicationCross-functional collaborationExecutive-level reporting
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