Customer Success Manager

About the role

As a Customer Success Manager at Dropbox, you will own the post-sale customer strategy and relationship for a portfolio of customers. You will serve as a trusted advisor, helping customers realize measurable value from their investment while driving product adoption, retention, and growth. You will partner closely with Sales and cross-functional teams to align on account strategy, mitigate renewal risks, and deliver successful customer outcomes.

Responsibilities

• Build strong relationships across customer organizations, serving as a trusted advisor to executive sponsors, business leaders, technical administrators, and other key stakeholders.
• Take ownership of the customer strategy across an assigned portfolio, setting priorities and proactively driving adoption, value realization, stakeholder engagement, retention, and growth.
• Develop strong technical fluency across the Dropbox platform and confidently engage with IT administrators on questions involving product capabilities, security, configuration, integrations, governance, and customer workflows.
• Understand customers’ technical environments and business requirements, helping translate them into practical use cases, recommendations, and actionable feedback for internal teams.
• Lead strategic customer engagements—including product education, use-case development, Success Business Reviews, and value-based renewal discussions—that connect Dropbox capabilities to business outcomes.
• Partner closely with Sales and cross-functional teams to develop account strategies, remove technical and commercial blockers, mitigate renewal risks, and identify appropriate expansion opportunities.
• Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions, represent the voice of the customer, and contribute to repeatable playbooks and best practices.

Required skills

• B2B SaaS
• Customer Success
• Account Management
• Technical aptitude
• Japanese
• Korean
• English

Nice to have

• Renewal management
• Executive business reviews
• Channel partners
• CRM
• Generative AI

Qualifications

• Bachelor's degree or equivalent practical experience