Senior Customer Success Manager
Job Description
As a Senior Customer Success Manager, you will be a powerful advocate that solves problems and identifies opportunities on behalf of the customer and Dropbox. The Customer Success Manager is focused on driving active usage and business transformation with our leading accounts and across their business units. Dropbox’s Customer Success Managers bring our customers a unique mix of technical and business acumen, an ability to influence decision makers and experience driving transformation programs across multiple business groups. As a key driver for Dropbox’s rapid growth in the Enterprise market, Customer Success Managers bring the experience to work with the world’s leading companies as well as an entrepreneurial attitude and drive.
Responsibilities
- Drive retention, license adoption and active usage within key accounts
- Ensure renewal for key accounts by driving in-depth business activities throughout the customer lifecycle-- from deployment and adoption to workflow transformation
- Generate opportunities for upsell and reference within key accounts through project-based activities
- Be a trusted and knowledgeable advisor for customers’ C-Suite, IT and business leadership
- Build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors
- Manage and solve conflicts affecting the account by coordinating, facilitating and operating across internal/external cross-functional partners and relationships
- 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
Requirements
- 7-9+ years of enterprise software or SaaS account management experience with a demonstrated track record of success
- Working knowledge of developing project plans and delivering technology driven business transformations
- Outstanding communication skills with everyone from help-desk to end users to C-level executives
- Successfully sold and/or managed technology software solutions into Fortune 1000 companies
- A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
- Passionate about customer success and making life simpler with technology
- Familiarity with sales cycles in competitive markets
- Avid Dropbox user and a vocal technology evangelist