SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Dropbox is seeking a Customer Success Manager to own post-sale customer strategy and relationships for a portfolio of customers across Japan and Korea. You will serve as a trusted advisor throughout the customer journey, developing deep understanding of each customer's business priorities, technical environment, and evolving needs. Using customer insights, product adoption signals, and demonstrated business value, you will proactively set priorities, address risks, and identify opportunities to strengthen long-term partnerships.
Key responsibilities include:
- Building strong relationships across customer organizations, serving as a trusted advisor to executives, business leaders, and technical administrators
- Taking ownership of customer strategy across an assigned portfolio, driving adoption, value realization, stakeholder engagement, retention, and growth
- Developing technical fluency across the Dropbox platform and confidently engaging with IT administrators on product capabilities, security, configuration, integrations, and governance
- Understanding customers' technical environments and business requirements, translating them into practical use cases and actionable feedback for internal teams
- Leading strategic customer engagements including product education, use-case development, Success Business Reviews, and value-based renewal discussions
- Partnering with Sales and cross-functional teams to develop account strategies, remove blockers, mitigate renewal risks, and identify expansion opportunities
- Using customer feedback, product usage data, and stakeholder engagement to prioritize actions and contribute to repeatable playbooks
The initial portfolio allocation is approximately 80% Japan and 20% Korea, with flexibility to adjust based on business needs. You will be expected to travel for customer visits in both countries and for company offsites and sales kickoffs.
REQUIREMENTS:
- 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or comparable customer-facing role, with demonstrated ability to drive product adoption, manage customer relationships, and engage technical stakeholders
- Business and commercial acumen, with willingness to develop skills to own customer renewals from 2027, including early renewal planning and commercial discussions
- Technical aptitude and product curiosity; ability to learn SaaS products, customer environments, configurations, and workflows; comfortable engaging with IT administrators and translating product capabilities into practical guidance
- Ability to build relationships across customer organizations from technical administrators to executives, and manage a portfolio across Japan and Korea
- Analytical and problem-solving skills to assess customer health, identify renewal risks, and recommend practical solutions
- Proactive self-starter who can ramp quickly, seek information, navigate ambiguity, and take ownership without close day-to-day direction; able to collaborate effectively with Sales, Product, Support, Legal, Finance, and other teams
- Bachelor's degree or equivalent practical experience
- Fluent spoken and written Japanese, including business communication
- Business-level Korean and English
- Ability to engage customers in Japanese and Korean and collaborate with global teams in English
- Willingness to travel for customer visits in Japan and Korea, and internationally for company offsites and sales kickoffs
PREFERRED QUALIFICATIONS:
- Experience owning or contributing to customer renewals and retention, with examples of identifying risk, coordinating mitigation plans, and supporting successful renewal outcomes
- Experience managing strategic customer relationships with multiple stakeholders, complex decision-making processes, and changing business priorities, ideally in Japan or Korea
- Experience developing and presenting executive business reviews connecting product adoption and customer outcomes to business value
- Experience working with channel partners and navigating partner-led customer relationships
- Familiarity with CRM, customer-success, health-scoring, or renewal-management systems; experience using customer usage data or ROI analysis to guide retention and growth
- Experience with multiple SaaS products and interest in or familiarity with generative AI and related technologies
