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 Manager 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

Lead customer engagement efforts to drive deployment, product education, usage, adoption, and integration into daily workflows

Drive increased product value realization across the customer base and improved user advocacy

Ensure customers achieve their desired outcomes through Mutual Success Plans and influence account growth in close partnership with Sales

Proactively flag and collaborate with CX or Product teams to resolve customer issues efficiently

Prepare and deliver Success Business Reviews, providing insights on adoption, planning, and product updates

Maintain a deep understanding of Dropbox products and roadmap, promote new features, and serve as the voice of the customer internally

Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention, and growth

Requirements

5+ years of experience in B2B SaaS Customer Success, with a proven record of driving product deployment, increasing customer adoption, and improving retention

Strong experience managing strategic customer relationships at large enterprises (2,000+ employees) with a collaborative and proactive approach

Experience with e-signature API or other API products and integrations. 

A technical aptitude with experience in communicating effectively at all levels

Customer-oriented problem solving and analytical mindset 

Possesses the ability to communicate with end users, IT administrators, developers and stakeholders at all levels 

A Self-starter with demonstrated success navigating complex scenarios, leading cross-functional initiatives, and thriving in fast-paced, dynamic environments

Positive, team-oriented mindset with the ability to contribute meaningfully to overall team culture

Excellent collaboration skills and the ability to build strong, long-lasting relationships across teams and the organization

Bachelor’s degree or equivalent experience required

Flexibility to travel occasionally for global offsites and customer on-site meetings (generally less than 10% of the time)

Preferred Qualifications

Solid knowledge of generative AI and search infrastructure

Experience with technical products like e-signature API, other API products or security products with strong experience with integrations for deployments

Experience with integrations and AI tools

Previous experience with CRM systems, paired with strong analytical and quantitative skills

CompensationCanada Pay Range$142,400—$192,600 CAD