Customer Success Manager

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.

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

• 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