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 Manager 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.

The successful candidate has experience building relationships with mid-level and executive-level contacts and is adaptable to changing or ambiguous environments. You must be highly results-driven, customer-focused, and innovative at building internal and external relationships to help our clients achieve their goals!

Responsibilities

• Build and maintain strong relationships with customers as a trusted advisor throughout their journey with Dropbox
• Lead customer engagement efforts to drive deployment, product education, usage, adoption, and integration into daily workflows
• Drive increased product value realization across the customer base and improved user advocacy
• Ensure customers achieve their desired outcomes through Mutual Success Plans and influence account growth in close partnership with Sales
• Proactively flag and collaborate with CX or Product teams to resolve customer issues efficiently
• Prepare and deliver Success Business Reviews, providing insights on adoption, planning, and product updates
• Maintain a deep understanding of Dropbox products and roadmap, promote new features, and serve as the voice of the customer internally
• Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention, and growth

Requirements

• 4+ years of experience in B2B SaaS Customer Success, with a proven record of driving product deployment, increasing customer adoption, and improving retention
• Strong experience managing strategic customer relationships at large enterprises (2,000+ employees) with a collaborative and proactive approach
• Technical aptitude and the ability to communicate effectively with IT administrators and stakeholders at all levels
• Self-starter with demonstrated success navigating complex scenarios, leading cross-functional initiatives, and thriving in fast-paced, dynamic environments
• Positive, team-oriented mindset with the ability to contribute meaningfully to overall team culture
• Excellent collaboration skills and the ability to build strong, long-lasting relationships across teams and the organization
• Bachelor’s degree or equivalent experience required
• Native-level fluency in Japanese and business-level proficiency in English
• Flexibility to travel occasionally for global off-sites and customer on-site meetings (generally less than 10% of the time)

Preferred Qualifications

• General knowledge of generative AI and search infrastructure
• Experience working with channel partners
• Previous experience with CRM systems, paired with strong analytical and quantitative skills
• Business-level proficiency in Korean

Company Description

Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

Team Description

The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.

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.