Senior Customer Success Manager

Company Description

Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the worlds creative energy by designing a more enlightened way of working.

Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.

Team Description

Our Sales & Channel team shares Dropbox Business with enterprises around the world and helps them understand the power Dropbox offers to teams at scale. Were a collaborative and empathetic sales team, focused on understanding what businesses need to work better together.

Job Description

As a Customer Success Manager on the Success and Services team, 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. Dropboxs 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. As a key driver for Dropboxs rapid growth in the Enterprise market, Customer Success Managers bring the experience to work with the worlds leading companies as well as entrepreneurial attitude and drive.

Responsibilities

• Drive license adoption and active usage within key accounts
• Ensure renewal for key accounts by driving deployment and adoption
• 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 with key stakeholders and executive sponsors
• Manage and solve conflicts affecting the account
• 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

• 7+ years for senior hire / 2+ years for junior hire 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

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, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).