Customer Success Manager

Dropbox · Remote - US: Select locationsRemotemid

In short

▸Gestiona relaciones con clientes post-venta en Dropbox, asegurando valor y adopción del producto.
▸Actúa como asesor confiable y maneja renovaciones, riesgos y crecimiento en carteras de clientes B2B.
▸Destacado: impacto directo en la Retención de Ingresos Netos (NRR) y resultados medibles.

Proficiency in English required

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What they ask for

✓Experiencia comprobada en Customer Success en entornos B2B SaaS.
✓Capacidad probada para gestionar renovaciones y mitigar riesgos de cliente.
✓Habilidades sólidas de comunicación y alineamiento con stakeholders.
✓Enfoque orientado a resultados y métricas de retención.
✓Experiencia en implementación de planes de éxito mutuo.
✓Capacidad para trabajar con equipos cruzados (ventas, producto, soporte).

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DropboxCRMSalesforceGTMCustomer Success PlatformCustomer Health ScoreRenewal ManagementStakeholder EngagementBusiness ReviewsValue Realization

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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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