Customer Success Manager

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

📋 Description

• Take ownership of the post-sale relationship for a designated portfolio of customers.

• Assist customers in achieving measurable value while promoting product adoption, retention, and Net Revenue Retention (NRR).

• Act as a trusted advisor throughout the customer journey.

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

• Proactively oversee customer health, adoption, value realization, stakeholder engagement, renewal preparedness, and retention risks.

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

• Manage customer renewals, which includes developing renewal strategies, risk mitigation plans, conducting renewal discussions, coordinating across functions, and driving renewals to successful outcomes.

• Facilitate Success Business Reviews and value discussions.

• Collaborate with Account Management/Sales and cross-functional teams on account strategies, retention efforts, renewals, and growth opportunities.

• Leverage product usage data, customer sentiment, business context, stakeholder engagement, and other customer indicators to prioritize actions and intervene in at-risk accounts.

⛳️ Requirements

• Over 4 years of experience in B2B SaaS Customer Success, Account Management, or a relevant post-sale customer-facing role, demonstrating success in managing a portfolio of customers.

• Recent experience directly managing or significantly influencing customer renewals and retention, with tangible examples of renewal, retention, or churn-reduction results.

• Capability to identify customer risks, diagnose root causes, develop mitigation plans, and take proactive measures to enhance retention outcomes.

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

• Strong business acumen with the ability to align product adoption and usage with customer objectives, measurable outcomes, and business value.

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

• Proficiency in navigating complex customer scenarios and collaborating cross-functionally with Sales, Product, Support, Legal, and Finance teams.

• Preferred: direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes.

• Preferred: experience managing strategic or enterprise customer relationships with intricate decision-making processes.

• Preferred: experience in retaining at-risk customers.

• Preferred: experience in developing and delivering executive-level business reviews and value narratives.

• Preferred: familiarity with a portfolio of SaaS products or solutions and developing product and technical knowledge.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, wellness, and retirement benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements to promote work-life balance.

• Access to cutting-edge tools and technologies in a collaborative environment.