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Salary: CAD 128,400 - 173,700 / annual
Dropbox is seeking a Program Manager, Customers to build the connective layer between product development and go-to-market teams. This role will plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and strong customer experience.
The position is execution-focused with broad scope. The immediate priority is creating a scalable way to test pre-PMF (product-market fit) products with existing managed customers, including priority programs. Over time, the role will support additional customer-facing initiatives, help relaunch and operate Dropbox's Customer Advisory Board, integrate customer testing into launch processes, and establish repeatable playbooks for functional owners.
Key Responsibilities:
- Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to long-term owning teams
- Create shared operating infrastructure: intake processes, recruitment criteria, briefs, templates, playbooks, status reporting, feedback tracking, escalation paths, and single source of truth
- Coordinate Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs
- Own execution of pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria
- Support relaunch and ongoing operation of Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams
- Integrate customer testing into product-launch process as a readiness gate or stage, partnering with PMM and Launch Ops
- Establish recurring customer listening and insight-loop practices connecting customer-support signals, VoC, UXR, managed-customer feedback, and S-team engagement back into product and GTM decision-making
You will work closely with cross-functional teams including Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics. This role offers substantial cross-functional exposure and the opportunity to turn customer participation into clearer product decisions, stronger launch readiness, and a closed insight loop back into product and GTM.
Requirements:
- 8+ years of program management, operations, customer research operations, product operations, go-to-market operations, or related field with experience delivering complex cross-functional programs
- Demonstrated ability to take an ambiguous customer-facing initiative from planning through execution, measurement, closeout, and handoff
- Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through
- Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks
- Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience
- Strong written and verbal communication skills, including ability to synthesize qualitative and quantitative inputs into clear recommendations and decisions
- Sound judgment about product readiness, customer participation, confidentiality, escalation, and when to protect learning quality over premature storytelling or account-driven requests
Preferred Qualifications:
- Experience with pre-PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, user research operations, or customer advocacy programs
- Experience embedding customer feedback or testing into product-launch, launch-readiness, or product-operations processes
- Experience building a program that scales across products, customer segments, or launch types and then transitioning it to a durable functional owner
- Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment
- Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal
