Customer Success Manager

Company Overview Dropbox is a Virtual First company. For this role, we are currently only authorized to hire candidates from the following provinces: Alberta, British Columbia, Ontario, and Saskatchewan. Company Description Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working.

We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be.

Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself—Dropbox is ready for you. Role Description As a Customer Success Manager you will own post-sale customer deployment, adoption, and product education and training.

You will play an integral role in our customer’s journey with Dropbox - helping them to realize the value from their investment with Dropbox. This will give you opportunity to have a meaningful impact with a diverse group of customers. You will uncover and optimize workflows and advanced use cases that power today’s businesses.

You will be driving all facets of success across the customer journey for Dropbox’s most valued customers. You will partner with the Account Manager team to support Dropbox business objectives including driving customer retention and growth for Dropbox’s expanding product portfolio. We are a collaborative, customer oriented team, are ‘worthy of trust’ and strong advocates for our customers.

The successful candidate has experience building relationships with mid-level and executive-level contacts and is adaptable to changing or ambiguous environments. You must be highly results-driven, customer-focused, and innovative at building internal and external relationships to help our clients achieve their goals! Responsibilities Build and maintain strong relationships with customers as a trusted advisor throughout their journey with Dropbox Lead customer engagement efforts to drive deployment, product education, usage, adoption, and integration into daily workflows Drive increased product value realization across the customer base and improved user advocacy Ensure customers achieve their desired outcomes through Mutual Success Plans and influence account growth in close partnership with Sales Proactively flag and collaborate with CX or Product teams to resolve customer issues efficiently Prepare and deliver Success Business Reviews, providing insights on adoption, planning, and product updates Maintain a deep understanding of Dropbox products and roadmap, promote new features, and serve as the voice of the customer internally Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention, and growth Requirements 5+ years of experience in B2B SaaS Customer Success, with a proven record of driving product deployment, increasing customer adoption, and improving retention Strong experience managing strategic customer relationships at large enterprises (2,000+ employees) with a collaborative and proactive approach Experience with e-signature API or other API products and integrations.

A technical aptitude with experience in communicating effectively at all levels Customer-oriented problem solving and analytical mindset Possesses the ability to communicate with end users, IT administrators, developers and stakeholders at all levels A Self-starter with demonstrated success navigating complex scenarios, leading cross-functional initiatives, and thriving in fast-paced, dynamic environments Positive, team-oriented mindset with the ability to contribute meaningfully to overall team culture Excellent collaboration skills and the ability to build strong, long-lasting relationships across teams and the organization Bachelor’s degree or equivalent experience required Flexibility to travel occasionally for global offsites and customer on-site meetings (generally less than 10% of the time) Preferred Qualifications Solid knowledge of generative AI and search infrastructure Experience with technical products like e-signature API, other API products or security products with strong experience with integrations for deployments Experience with integrations and AI tools Previous experience with CRM systems, paired with strong analytical and quantitative skills Compensation Canada Pay Range $142,400—$192,600 CAD The range listed above is the expected annual salary/OTE for this role, subject to change. Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Benefits Competitive medical, dental and vision coverage* Retirement savings through a defined contribution pension or savings plan** Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh Income Protection Plans: Life and disability insurance* Business Travel Protection: Travel medical and accident insurance* Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food and groceries, and much more Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support Mental health and wellness benefits Additional Benefits Details Are Available Upon Request Where group plans are not available, allowances may be provided Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy Dropbox supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. See our AI philosophy. Dropbox is an equal opportunity employer.

We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox. #J-18808-Ljbffr