Scaled Customer Success Manager
Core
Drive adoption, value realization, and renewal readiness for mid-market and small business SaaS customers through targeted campaigns, group programs, and selective personalized outreach.
Role type
Senior IC Scaled Customer Success Manager
Builds
Customer engagement programs, renewal readiness actions, and growth opportunities for Dropbox's managed customer portfolio
Domain
B2B SaaS (Productivity/Collaboration)
Required skills
B2B SaaS Customer Success, renewal management, churn/contraction mitigation, portfolio management, lifecycle program design, SaaS retention metrics analysis, cross-functional coordination, customer communication
Preferred skills
Renewals Desk collaboration, webinar/enablement facilitation, test-and-learn methods, AI-enabled product support
Technologies
Customer Success platforms, CRM systems, marketing automation, business intelligence tools
Responsibilities
Own adoption, health, and renewal readiness across a scaled portfolio; design and execute targeted campaigns; coordinate between Programmatic/Digital CS and Renewals Desk; manage shared inbound channels; synthesize customer insights for partners; qualify growth opportunities as CSQLs for Sales.
Seniority
Senior, hands-on IC