Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone.
Role Description
Dropbox is entering an exciting new chapter in how we support, retain, and grow our customers.
As part of our evolving go-to-market strategy, Customer Experience & Success (CXS) will assume ownership of commercial renewals, creating a unique opportunity to rethink how we drive customer retention and long-term recurring revenue. We're looking for an experienced strategy and operations leader to help shape Dropbox's retention strategy, modernize our renewal operating model, and build the capabilities that enable customers to realize ongoing value from Dropbox.
As the Renewals Strategy Principal Program Manager, you'll lead the strategy, operating model, and execution behind this transformation. You'll partner closely with Customer Success, Sales, Revenue Operations, Finance, Product, Legal, and Engineering to develop retention strategies, design scalable programs, and build the playbooks, operating rhythms, and automation that enable Customer Success to successfully own a significant renewal business.
This is a builder role for someone who thrives in ambiguity, enjoys designing scalable business capabilities, and is passionate about leveraging AI, automation, and data to improve customer retention and operational excellence. You'll identify new opportunities to reduce churn, increase customer engagement, simplify workflows, and drive measurable business outcomes while helping establish Customer Success as a world-class retention organization.
Over time, you'll help shape Dropbox's long-term customer lifecycle strategy, evolving our approach to customer retention across direct, channel, and self-serve motions.
Responsibilities
- Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue.
- Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates.
- Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals.
- Design playbooks, operating rhythms, and best practices that enable Customer Success to proactively identify and mitigate renewal risk.
- Identify opportunities to leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency.
- Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience.
- Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.
- Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and continuously improve retention outcomes.
- Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth.
- Influence senior leaders across the business to align on customer retention priorities and operational improvements.
Requirements
- 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.
- Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment.
- Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.
- Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance.
- Experience leading new initiatives or organizational transformations from concept through operational execution.
- Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority.
- Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.
- Excellent executive communication and stakeholder management skills.
- Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes.
Preferred Qualifications
- Experience working within or alongside Customer Success organizations
- Experience supporting multi-product SaaS portfolios
- Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
- Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing
Durable Skills
AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:
- Awareness: Understand yourself and others.
- Judgment: Evaluate information and make decisions in complex situations.
- Adaptability: Learn, adjust, and stay effective through change.
- Connection: Communicate, collaborate, and build trust.
To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$259,300—$350,900 USD
US Zone 3
$230,500—$311,900 USD
Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.
Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:
- US Zone 1: San Francisco metro, New York City metro, or Seattle metro
- US Zone 2: California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Illinois (Chicago metro), Indiana (Chicago metro), Maryland, Massachusetts, Michigan (Chicago metro), New Hampshire, New Jersey (outside NYC metro), New York (outside NYC metro), Oregon, Pennsylvania (D.C. metro), Pennsylvania (outside NYC metro), Texas (Austin metro) Virginia (DC metro), Washington (outside Seattle metro), Washington DC metro, West Virginia (DC metro), Wisconsin (Chicago metro)
- US Zone 3: All other US locations
Company Description
Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you.
Team Description
The Dropbox Customer Experience and Success (CXS) Team shapes how more than 700 million users and 575k teams worldwide interact with our products. We turn insights into actions, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience and ensure our customers achieve their desired outcomes with our products, leading to increased customer lifetime value, retention, and growth. 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 and Success team.
Virtual First
Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.
This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process.
AI Fluency
- Ownership: You use AI responsibly by protecting data, applying sound judgment, and taking accountability for the quality and accuracy of your work.
- Experimentation: You explore new AI capabilities and apply them to improve workflows within approved tools and practices.
- Leverage: You use AI to enhance thinking, improve efficiency, and increase your impact and your team’s.
- Learning: You stay current on emerging AI tools and trends, continuously build your skills, and share what you learn with others.
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.