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Salary: USD 126,800 - 193,100 / annual
Dropbox is seeking a Scaled Customer Success Manager to drive adoption, value realization, and renewal readiness across a portfolio of mid-market and small business managed customers. You will use customer and product signals to identify where engagement can have the greatest impact, then deliver timely, relevant experiences through targeted campaigns, group programs, digital touchpoints, and selective personalized outreach.
You will play a central role connecting the Programmatic and Digital Customer Success team with the Renewals Desk for scaled segment accounts. You will ensure customer health, sentiment, risk, and adoption signals translate into clear renewal-readiness actions, while identifying and qualifying customer-backed growth opportunities as Customer Success Qualified Leads (CSQLs) for handoff to Sales.
Within the scaled portfolio, you will provide focused engagement for a priority group of customers and translate customer health, retention, renewal, and growth signals into regular executive-level updates that support forecasting and business decisions. You will also own shared inbound customer channels, ensuring questions and requests are triaged, resolved, or routed to the right partner with clear follow-through.
Key responsibilities include: owning adoption, customer health, and renewal readiness across a scaled customer portfolio using lifecycle, product usage, engagement, sentiment, and retention signals; providing focused engagement for priority customers and coordinating with Renewal Managers; designing and executing targeted campaigns and scaled touchpoints; serving as the coordination point between Programmatic/Digital Customer Success and the Renewals Desk; managing shared inbound customer email channels; using data to segment customers, identify patterns, and continuously improve playbooks; engaging customers directly when needed; synthesizing customer voice and sharing insights with Product, Marketing, Sales, Support, and Customer Experience partners; and partnering cross-functionally to operationalize repeatable customer programs and identify growth levers.
The successful candidate is a customer-focused operator equally comfortable analyzing a portfolio, building repeatable engagement programs, writing clear customer communications, and speaking directly with customers. You will bring recent experience managing or materially influencing customer renewals, including the ability to interpret retention metrics, identify churn and contraction risk, execute save plays, and surface customer-backed growth levers. You will help Dropbox scale Customer Success while retaining the judgment, curiosity, and customer voice that come from real customer conversations.
REQUIREMENTS:
- 4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale customer role
- Recent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcomes
- Demonstrated success managing customer outcomes across a broad or high-volume portfolio through a combination of one-to-many programs and targeted 1:1 engagement
- Strong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion, with experience using those measures alongside customer signals to identify risk and growth levers
- Experience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact on customer behavior or business outcomes
- Excellent written and verbal communication skills, including the ability to create clear customer-facing content and lead effective discovery or feedback conversations
- Demonstrated ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and move shared retention and growth outcomes forward while managing concurrent programs and changing priorities
- Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer-data systems
