Customer Success Manager - LATAM
Role Description
The Customer Success team serves many customers from the Fortune 500 while scaling best practices and expertise to the mid-market segment. This team ensures retention while driving deployment and adoption to customers who power their enterprise with Dropbox.
As a Scaled Customer Success Manager, you will support the Customer Success and LATAM Sales team in driving retention of a portfolio of accounts by driving renewals and ensure timely solutions to customers within the ‘mid-market’ segment. You will manage accounts which require scaled support, be the primary point of contact for mid-market accounts seeking activation enablement + deployment and adoption strategies and all within the LATAM sales region. Prioritizing tasks by revenue and retention impact will be crucial. You will be the central point for cross-functional teamwork and escalations from Account Executives, Customer Support, Marketing and others. Success criteria in this function is graded on two main factors: retaining teams while ensuring ARR remains intact + expanding teams where possible.
You will be a pioneer on a growing and scaling a team that is building a premier sales organization. If you're a talented technology professional and passionate problem solver with experience driving enterprise SaaS technology programs - we’d love to meet you!
Responsibilities
- Track customer health to identify go-to-market strategies for driving deployments
- Prioritize underperforming accounts, at-risk renewals and revenue generating opportunities within the mid-market segment; manage process with cross-functional stakeholders, inclusive of customer escalations, from beginning to end
- Utilize analytical tools to proactively identify unhealthy or at-risk accounts; work cross-functionally with Business Strategy and Deal Desk teams to build and optimize tools
- Assist in supporting qualified renewal motions with Deal Desk, escalate and triage accounts at-risk appropriately between customer and cross-functional stakeholders
- Develop an in-depth understanding of licensing models and recommend deployment solutions per business and platform capabilities vs. contractual obligations
- Address escalated contract negotiations from customers directly or partner alongside key internal stakeholders to drive towards close
- With a prioritized group of high-value customers - partner with decision makers to align and drive a path to activation, deployment and retention
- Partner with Account Executives, Activation Architects, and other Dropbox resources to deliver high-value customers’ renewal strategy and respond to real-time 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
- 1-3 years of experience in renewal support, sales operations, inside sales, or deal desk role
- Self starter with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
- 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 analyze and recommend licensing structures and contract terms
- Ability to contribute to building new processes and systems
- Prior experience with CRM systems
- Effectively communicate and build rapport with Account Executives, Sales Leadership, Finance and other key stakeholders
- Portuguese and Spanish language proficiencies both written and verbal
- Minimal travel, only as 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)
