Renewals Strategy Principal Program Manager
Core
Lead Dropbox's retention strategy and operating model transformation for commercial renewals, enabling Customer Success to own recurring revenue growth.
Role type
Principal Program Manager (Strategy & Operations)
Builds
Scalable renewal programs, operating rhythms, playbooks, and data-driven frameworks for customer lifecycle management.
Domain
B2B SaaS, Customer Success, Revenue Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SaaS strategy, renewal forecasting, customer lifecycle management, operating model design, cross-functional program leadership, stakeholder influence, data-driven decision making, AI/automation integration
Preferred skills
Customer Success organization experience, multi-product SaaS portfolio support, lifecycle revenue frameworks, usage-based/hybrid pricing models
Technologies
AI tools, automation platforms, data analytics frameworks
Responsibilities
Lead retention strategy for commercial customers; Develop scalable renewal programs and lifecycle initiatives; Partner with leadership to evolve the renewal operating model; Design playbooks and best practices for renewal risk mitigation; Identify opportunities to leverage AI and automation; Partner with Product, Sales, Finance, and Engineering to improve renewal experience; Establish data-driven frameworks for forecasting and analytics; Analyze customer behavior to recommend strategic investments; Lead cross-functional initiatives for recurring revenue growth; Influence senior leaders on retention priorities.
Seniority
Principal, strategy & mentorship
