Principal Program Manager, Renewals Strategy

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

📋 Description

• Oversee Dropbox's retention strategy aimed at commercial clients, pinpointing opportunities to enhance customer outcomes and recurring revenue.

• Create scalable retention initiatives, renewal strategies, and customer lifecycle programs that drive customer health, increase product adoption, and boost renewal rates.

• Collaborate with Customer Success and Sales leadership to refine the renewal operating model as Customer Success takes charge of commercial renewals.

• Develop playbooks, operating rhythms, and best practices to proactively spot and address renewal risks.

• Utilize AI, automation, and technology to enhance customer engagement, minimize manual tasks, and improve operational efficiency.

• Work with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to enhance the overall customer renewal experience.

• Establish data-driven frameworks for renewal forecasting, customer health metrics, retention analytics, and executive reporting.

• Examine customer behavior and renewal performance to detect trends, propose strategic investments, and enhance retention results.

• Drive cross-functional initiatives that bolster customer lifecycle management and promote sustainable recurring revenue growth.

• Persuade senior leaders to unify on customer retention priorities and operational enhancements.

⛳️ Requirements

• Over 10 years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.

• Proven experience in designing, developing, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS setting.

• Extensive expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.

• Demonstrated experience in establishing scalable operating models, processes, playbooks, governance, or customer initiatives that have enhanced business performance.

• Experience in leading new initiatives or organizational transformations from concept to operational execution.

• Established ability to navigate complex cross-functional programs and influence senior stakeholders without direct authority.

• Strong strategic thinking skills with the capability to convert strategy into actionable operational plans.

• Exceptional executive communication and stakeholder management abilities.

• Robust analytical skills with a history of leveraging data to drive operational decisions, prioritize investments, and assess business outcomes.

• Preferred: Experience collaborating with or within Customer Success organizations.

• Preferred: Background in supporting multi-product SaaS portfolios.

• Preferred: Experience in implementing renewal and retention playbooks or lifecycle revenue frameworks.

• Preferred: Familiarity with evolving SaaS pricing models such as usage-based or hybrid pricing.

🏝️ Benefits

• Competitive salary and performance-related bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.