Customer Success Manager

<h2 class="p1"><span class="s1">Role Description</span></h2> <p><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">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. &nbsp;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. &nbsp;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</span> <span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z h-lsquo">‘worthy</span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z"> of trust’ and strong advocates for our customers.</span></p> <p><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">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!</span></p> <h2 class="p1"><span class="s1">Responsibilities</span></h2> <ul> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Build and maintain strong relationships with customers as a trusted advisor throughout their journey with Dropbox</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Lead customer engagement efforts to drive deployment, product education, usage, adoption, and integration into daily workflows</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Drive increased product value realization across the customer base and improved user advocacy</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Ensure customers achieve their desired outcomes through Mutual Success Plans and influence account growth in close partnership with Sales</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Proactively flag and collaborate with CX or Product teams to resolve customer issues efficiently</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Prepare and deliver Success Business Reviews, providing insights on adoption, planning, and product updates</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Maintain a deep understanding of Dropbox products and roadmap, promote new features, and serve as the voice of the customer internally</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention, and growth</span></li> </ul> <h2 class="p1"><span class="s1">Requirements</span></h2> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86z2z77z2nsz89zz74zz79zhr6tvtz80zz79zz79zz67zaz73zz67z78z69zz69zz74z0z81zz74z">5</span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">+ years of experience in B2B SaaS Customer Success, with a proven record of driving product deployment, increasing customer adoption, and improving retention</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Strong experience managing strategic customer relationships at large enterprises</span> <span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z h-lparen">(2,000+</span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z"> employees) with a collaborative and proactive approach</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Experience with e-signature API or other API products and integrations.&nbsp;</span></li> <li><span class=" author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90za3phiuz78zdz73zu9z68zaz86zz66zjz74zoz90zqz69zmkz78z7z82zz84zz86zuui">A technical aptitude with experience in communicating effectively at all levels</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8w7fz78zz76zz85z3z83zz85zqz85zpz74ziz66zaz82zsz73zz80z0z85zz81zz79zrpp4z69z">Customer</span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">-o</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8w7fz78zz76zz85z3z83zz85zqz85zpz74ziz66zaz82zsz73zz80z0z85zz81zz79zrpp4z69z">riented </span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">p</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8w7fz78zz76zz85z3z83zz85zqz85zpz74ziz66zaz82zsz73zz80z0z85zz81zz79zrpp4z69z">roblem </span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">s</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8w7fz78zz76zz85z3z83zz85zqz85zpz74ziz66zaz82zsz73zz80z0z85zz81zz79zrpp4z69z">olving </span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">and</span> <span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">a</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8w7fz78zz76zz85z3z83zz85zqz85zpz74ziz66zaz82zsz73zz80z0z85zz81zz79zrpp4z69z">nalytical mindset&nbsp;</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Possesses the ability to communicate with end users, IT administrators, developers and stakeholders at all levels&nbsp;</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">A Self-starter with demonstrated success navigating complex scenarios, leading cross-functional initiatives, and thriving in fast-paced, dynamic environments</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Positive, team-oriented mindset with the ability to contribute meaningfully to overall team culture</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Excellent collaboration skills and the ability to build strong, long-lasting relationships across teams and the organization</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Bachelor’s degree or equivalent experience required</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Flexibility to travel occasionally for </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8z80zy32uz67zz90zdz80z6z89zz71z5mz84zcz80zgz68zx4z83zbz67zz84zz72zz74z4m">global offsites and </span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">customer on-site meetings</span> <span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z h-lparen">(generally</span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z"> less than 10% of the time)</span></li> </ul> <h2>Preferred Qualifications</h2> <ul> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Solid knowledge of generative AI and search infrastructure</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Experience with technical products like e-signature API, other API products or </span><span class="thread-089859725921140858763329 attrcomment attrcommentfirst thread-089859725921140858763329-first author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z"><span class="comment-extra-inner-span">security products</span></span><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z"> with strong experience with integrations for deployments</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Experience with integrations and AI tools</span></li> <li><span class=" author-d-4z65zz66zl57z75zyiz66zfr2fz87zwz89znujgz73z673ez73zz69zz68zz88zz81zz86zez84zx9nz77zz83z6niqz76zz83zz88zsyz122z">Previous experience with CRM systems, paired with strong analytical and quantitative skills</span></li> </ul> <h2 data-usually-unique-id="044234883370604133046166"><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zqz90zkz74zz76zeez80zz68zz89zz88zvqz86zuxlz73zexxz80zz73z6d6z72zz79zsz77z">Compensation</span></h2><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-size: 16px;">US Zone 1</span></p> <p><span style="font-size: 16px;">This role is not available in Zone 1</span></p></div><div class="title">US Zone 2</div><div class="pay-range"><span>$142,700</span><span class="divider">&mdash;</span><span>$193,100 USD</span></div></div><div class="pay-input"><div class="title">US Zone 3</div><div class="pay-range"><span>$126,800</span><span class="divider">&mdash;</span><span>$171,600 USD</span></div></div></div>