Company Description

Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million registered users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

Role Description

As a Customer Success Manager you will own post-sale customer deployment, adoption, and product education and training. You will play an integral role in our customer’s journey with Dropbox -helping them to realize the value from their investment with Dropbox. This will give you opportunity to have a meaningful impact with a diverse group of customers. You will uncover and optimize workflows and advanced use cases that power today’s businesses. You will be driving all facets of success across the customer journey for Dropbox’s most valued customers. You will partner with the Account Executive team to support Dropbox business objectives including driving customer retention and growth for Dropbox’s expanding product portfolio. We are a collaborative, customer oriented team, are ‘worthy of trust’ and strong advocates for our customers.

Responsibilities

• Build and maintain strong relationships with customers, as a trusted advisor throughout their journey with Dropbox
• Responsible for customer engagement to drive education and training about their solutions and products to support deployment, usage, adoption and integration into business workflows
• Drive an increase in recognized value with each customer and improved support for our product throughout the users
• Ensure customers are healthy and have reached their goals through a Mutual Success Plan.
• Flag and escalate customer tickets with CX or product teams
• Prepare and present internal and external Success Business Reviews (planning, adoption insights/recommendations and product updates)
• Develop a thorough understanding of Dropbox products and roadmap, promoting new features with individual customers and collecting product feedback & voice of the customer to share internally.
• Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention and growth

Requirements

• 6+ years experience in B2B SaaS Customer Success with a track record of increasing customer adoption and retention.
• A technical aptitude with experience in communicating effectively at all levels
• Experience managing key customer relationships with a collaborative and engaged approach.
• Self starter approach with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
• Contribute to the overall team culture in a positive, impactful way
• Excellent collaboration skills and the ability to build long-lasting relationships across your team and the company
• Prior experience with CRM systems and strong analytical and quantitative capabilities
• Bachelors Degree or equivalent experience required

Preferred Qualifications

• General knowledge of generative AI and search infrastructure
• Experience working with IT stakeholders

Compensation

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.