Dropbox
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Austin, TX

Customer Success Manager (junior role)

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Role Description

Dropbox’s Customer Success Managers bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work, and as a result, increasing Dropbox’s renewal and upsell rates. As a Customer Success Manager, you be responsible for customer retention, manage renewals and support upsells for teams within companies that have >250 employees.

Responsibilities

As a Customer Success Manager, you will be a powerful advocate that solves problems and finds opportunities on behalf of the customer and Dropbox. The role is focused on driving active usage and business transformation with many accounts. The incumbent will have a demonstrable technical aptitude and a customer oriented approach. Ideally the CSM will possess ability to influence IT admins, end users and decision makers. They are tenacious, have a data driven approach to identify potential issues/risks and solve them before they arise. As a key driver for Dropbox’s rapid growth in the Enterprise market the role will 

  • Drive license adoption and active usage within assigned mid market accounts
  • Ensure renewal for key accounts by driving deployment and adoption
  • Leverage data & analytics to target accounts for intervention and engagement
  • Generate opportunities for upsell and reference within key accounts
  • Be a trusted and knowledgeable advisor for customers’ IT and business leadership
  • Build and maintain strong, long-lasting customer relationships
  • Coordinate, facilitate and operate across internal teams at Dropbox and external partners as the deployment & adoption lead for an account
  • Ensure timely and successful delivery of solutions according to customer needs and objectives
  • Communicate the progress of an account plan internally and externally
  • Forecast and track key deployment and adoption metrics
  • Analyze and evaluate customer challenges, leveraging internal technical expertise in identifying optimal solutions for those customers with complex issues.
  • Develop an in-depth understanding of Dropbox licensing model and related customer entitlements
  • Partner with Account Executives and other Dropbox resources to deliver high-value customers renewal/upsell strategy and respond to questions or needs
  • Track and manage all activity in Dropbox CRM systems
  • Work cross-functionally to develop required analytics tools, commercial approval paths, and process to support win-backs and renewal saves at scale 
  • Identify and document common reasons for churn and partner with Dropbox User Support and Product / Engineering to ship solutions

Requirements 

  • 3-5 years of enterprise software or SaaS Customer Success/account management or similar experience with a demonstrated track record of success
  • Customer Oriented Problem Solver.
  • Excellent written and verbal communication skills in English, validated through written, verbal and presentation delivery to audiences ranging from end users, help-desk professionals to Senior executives.
  • Self starter with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
  • A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
  • Familiarity with sales cycles in ambitious markets
  • Passionate about customer success and making life simpler with technology
  • Avid Dropbox user and a vocal technology evangelist
  • Project Management experience desirable
  • Strong technical acumen (past experience scripting, DB Queries ) desirable
  • Clear and thoughtful communicator with exceptional critical thinking skills 
  • Ability to sort through large volumes of data and drive to insight and action
  • Ability to contribute to building new processes and systems
  • Prior experience with CRM systems 
  • Effectively collaborate and build rapport with Account Executives, Sales Leadership, Finance and key renewal stakeholders
  • Some travel will be required

Benefits and Perks

  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off 
  • Company sponsored tech talks (technology and other relevant professional topics)
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What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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