Dropbox
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Austin, TX

Senior Customer Success Manager

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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
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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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