Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the post-sale relationship for a customer portfolio, assisting them in achieving measurable value while promoting product adoption, retention, and Net Revenue Retention.

• Act as a trusted advisor throughout the customer journey by comprehending business priorities, desired outcomes, stakeholders, and evolving needs.

• Leverage customer insights, product adoption signals, stakeholder relationships, and demonstrated business value to identify opportunities, mitigate risks, and enhance long-term customer relationships.

• Establish and nurture relationships with business leaders, executive sponsors, administrators, and other key stakeholders.

• Proactively oversee customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk.

• Create and implement Mutual Success Plans that align Dropbox solutions with customer priorities, desired outcomes, and measurable business value.

• Manage customer renewals, including developing renewal strategies, assessing renewal likelihood, mitigating risks, conducting customer renewal discussions, coordinating cross-functionally, and driving renewals to successful outcomes.

• Lead strategic customer interactions, including Success Business Reviews and value discussions.

• Collaborate with Account Management/Sales and cross-functional teams to implement account strategies that support retention, renewals, and suitable growth opportunities.

• Utilize product usage, customer sentiment, business context, stakeholder engagement, and other indicators to prioritize actions and intervene in accounts that are at risk.

• Work in partnership with Sales, Product, Support, Legal, and Finance teams.

⛳️ Requirements

• A minimum of 4 years of experience in B2B SaaS Customer Success, Account Management, or a similar customer-facing role post-sale, with a proven track record in managing a customer portfolio.

• Recent experience in directly managing or significantly influencing customer renewals and retention, with the capability to provide quantifiable examples of renewal, retention, or churn-reduction achievements.

• Proven ability to identify customer risks, diagnose root causes, formulate mitigation plans, and take proactive measures to enhance retention outcomes.

• Experience in building and sustaining strategic relationships across various levels within a customer organization, including executive and senior-level stakeholders.

• Strong business acumen with a demonstrated ability to link product adoption and usage to customer objectives, measurable outcomes, and business value.

• Excellent analytical and problem-solving abilities, with experience in utilizing both quantitative and qualitative customer signals to evaluate health, prioritize a portfolio, and make informed decisions.

• Proven capability to navigate complex customer scenarios and work collaboratively with cross-functional teams, including Sales, Product, Support, Legal, and Finance.

• Preferred: Experience in a Customer Success model where Customer Success Managers have direct accountability for or substantial influence over renewal rates, gross retention, or recurring revenue results.

• Preferred: Experience in managing strategic or enterprise customer relationships involving multiple stakeholders and intricate decision-making processes.

• Preferred: Proven success in retaining at-risk customers facing challenges such as declining adoption, budget constraints, competitive threats, organizational changes, or product consolidation.

• Preferred: Experience in developing and delivering executive-level business reviews and value narratives that link customer outcomes to ongoing investment.

• Preferred: Experience working with a portfolio of SaaS products or solutions and quickly acquiring the necessary product and technical knowledge to effectively advise customers.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work arrangements.

• Collaborative and inclusive company culture.