Customer Success Manager

Join Dropbox as a Customer Success Manager, where you will own the post-sale relationship for a portfolio of customers, focusing on driving product adoption, retention, and Net Revenue Retention (NRR). You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of their business priorities and desired outcomes. You will partner closely with Sales and cross-functional teams to align on customer strategy and deliver successful outcomes.

• Gérer la relation post-vente pour un portefeuille de clients, en se concentrant sur l'adoption des produits, la rétention et la rétention des revenus nets.
• Servir de conseiller de confiance tout au long du parcours client, en développant une compréhension approfondie des priorités commerciales et des besoins évolutifs des clients.
• Identifier proactivement les opportunités, traiter les risques et renforcer la relation à long terme du client avec Dropbox.

• The successful candidate is results-driven, customer-focused, and comfortable navigating complex customer organizations
• They bring strong Customer Success fundamentals along with demonstrated experience influencing or owning renewals, mitigating customer risk, and delivering measurable retention outcomes in a B2B SaaS environment
• Demonstrated ability to navigate complex customer situations and collaborate cross-functionally with teams such as Sales, Product, Support, Legal, and Finance
• Strong analytical and problem-solving skills, with experience using quantitative and qualitative customer signals to assess health, prioritize a portfolio, and make informed decisions
• 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role, with demonstrated success managing a portfolio of customers
• Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive and senior-level stakeholders
• Demonstrated ability to identify customer risk, diagnose underlying causes, build mitigation plans, and take proactive action to improve retention outcomes
• Strong business acumen and demonstrated ability to connect product adoption and usage to customer objectives, measurable outcomes, and business value
• Recent experience directly managing or materially influencing customer renewals and retention, with the ability to provide measurable examples of renewal, retention, or churn-reduction outcomes
• Experience in a Customer Success model where CSMs have direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes
• Experience managing strategic or enterprise customer relationships with multiple stakeholders and complex decision-making processes
• Demonstrated experience successfully retaining at-risk customers facing challenges such as declining adoption, budget pressure, competitive threats, organizational change, or product consolidation
• Experience developing and presenting executive-level business reviews and value narratives that connect customer outcomes to continued investment
• Experience working across a portfolio of SaaS products or solutions and quickly developing the product and technical knowledge necessary to advise customers effectively