Customer Success Manager

Role Description

Dropbox’s Customer Success Managers bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox products directly, or indirectly (thru channel partners). You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work. You will focus primarily on the goals of the customer and enabling partners, and as a result, increasing Dropbox’s adoption, renewal and upsell/cross-sell rates for teams within companies across Japan. 

Responsibilities

• Act as a trusted and knowledgeable advisor for the IT and business leadership of our customers, as well as our partners. Support existing customers in driving the adoption and retention of Dropbox within their organizations.

• Collaborate closely with the Sales team to develop strong customer relationships, facilitate business reviews, drive the realization of customer value, and identify potential expansion opportunities in the Book of Business.

• Utilize internal data systems to conduct customer usage analysis, effectively identifying and addressing potential risks and opportunities. Take a proactive approach to initiate data-driven, targeted campaigns tailored to existing customers, fostering increased customer engagement and bolstering product adoption rates.

• Communicate new features and functions of Dropbox products to customers and partners in Japan, and plan and execute these communications at scale.

• Transfer customer success skills to partners and build wider CX/CS community over Dropbox Japan partner ecosystem   

• Organize and execute events, seminars, and training sessions to promote adoption and enhance our partners' capabilities.

• Work closely with the technical team, support, and product teams to resolve conflicts, bugs, and issues affecting customers and partners, striving to identify optimal solutions for our customers.

• Act as the voice of the customer.  Represent the customer internally, provide feedback to the Dropbox product team by advocating for product and process changes. 

Requirements

• Combined 4+ years of experience in customer success, account management or consulting in the software industry/SaaS with a demonstrated track record of success

• Customer-centric mindset. Passionate about customer success and making life simpler with technology

• Strong, self-driven, organized and project-focused individual contributor

• Effective team player with a proven track record of collaborating across functions, with experience partnering with sales teams and/or partners to ensure a considerate customer journey.

• Adaptability to excel in a rapidly changing and dynamic startup environment

• Fluent in Japanese, Business level in English 

Preferred Qualifications

• Experiences in working with key channel partners

• Experience in training customers, individuals and/or partners in products or services

• Avid Dropbox user and a vocal technology evangelist

• Relevant industry experience - Media / Entertainment, Manufacturing, Construction, Technology