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
• 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

• 4+ years of experience in B2B SaaS Customer Success with a proven track record of driving product deployment, increasing customer adoption and retention
• Experience managing key customer relationships at large enterprises (2,000+ employees) with a collaborative and proactive approach
• A technical aptitude with experience in communicating effectively with IT admins and stakeholders at all levels
• Self-starter with experience navigating complex scenarios, driving cross-functional initiatives, and thriving in fast-paced, dynamic environments
• 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
• Business-level fluency in Japanese and English