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Salary: CAD 142,400 - 192,600 / annual
Dropbox is seeking a Customer Success Manager to own the post-sale relationship for a portfolio of customers, with a focus on helping them realize measurable value from their investment while driving product adoption, retention, and Net Revenue Retention (NRR).
You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of your customers' business priorities, desired outcomes, stakeholders, and evolving needs. Using customer insights, product adoption signals, stakeholder relationships, and demonstrated business value, you will proactively identify opportunities, address risks, and strengthen the customer's long-term relationship with Dropbox.
Key responsibilities include:
- Building and maintaining strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, administrators, and other key stakeholders
- Owning a portfolio of customers and proactively managing customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk
- Developing and executing Mutual Success Plans that connect Dropbox solutions to customer priorities, desired outcomes, and measurable business value
- Owning 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
- Leading 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
- Partnering 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
- Using 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
You will partner closely with Sales and cross-functional teams to align on customer strategy, navigate complex commercial situations, identify growth opportunities, and deliver successful customer outcomes. The successful candidate is results-driven, customer-focused, and comfortable navigating complex customer organizations, bringing strong Customer Success fundamentals along with demonstrated experience influencing or owning renewals, mitigating customer risk, and delivering measurable retention outcomes in a B2B SaaS environment.
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
PREFERRED QUALIFICATIONS:
- 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
