Customer Success Manager

Dropbox · Remote - Canada: Select locationsRemotemid

In short

▸Gestión de clientes post-venta en SaaS B2B, enfocada en valor medible y retención.
▸Relación estratégica con stakeholders clave, desde ejecutivos hasta administradores, para impulsar adopción del producto.
▸Destacado: liderazgo en renovaciones y planes de éxito mutuo con enfoque en NRR (retención de ingresos netos).

Fluency in English required for customer and cross-functional collaboration.

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What they ask for

✓Experiencia comprobada en Customer Success en entornos B2B SaaS.
✓Capacidad demostrada para gestionar renovaciones y mitigar riesgos de pérdida de clientes.
✓Habilidades avanzadas de comunicación y negociación con múltiples stakeholders.
✓Capacidad de analizar datos de adopción del producto y traducirlos en acciones estratégicas.
✓Enfoque orientado a resultados y métricas de retención y valor.
✓Experiencia trabajando con equipos comerciales y funcionales cruzados.

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DropboxCRMSalesforceCustomer Success PlatformAnalytics ToolsCollaboration ToolsPresentation ToolsRenewal Management SystemsStakeholder Mapping ToolsValue Realization Frameworks

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Role Description As a Customer Success Manager at Dropbox, you will 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. You will use customer insights, product adoption signals, stakeholder relationships, and demonstrated business value to proactively identify opportunities, address risks, and strengthen the customer’s long-term relationship with Dropbox. You will partner closely with Sales and cross-functional teams to align on customer strategy, navigate more 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. They bring 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. Responsibilities • Build and maintain strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, administrators, and other key stakeholders throughout their journey with Dropbox. • Own a portfolio of customers and proactively manage customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk. • Develop and execute Mutual Success Plans that connect Dropbox solutions to customer priorities, desired outcomes, and measurable business value. • Own 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. • Lead 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. • <span class=" aut

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