{"id":1670705,"url":"https://alion.io/job/dropbox-scaled-customer-success-manager","title":"Scaled Customer Success Manager","company":{"id":4307,"name":"Dropbox","domain":"dropbox.com","url":"https://alion.io/company/dropbox","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":98,"open_postings":11,"ghost_share":0,"stale_share":0.091,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":{"min":142700,"max":193100,"currency":"USD","period":"year","gross":null,"usd_annual":193100},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Dropbox","optional":false}],"status":"live","first_seen_at":"2026-10-01T16:54:38Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-15T00:18:16Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Role Description\nAs a Scaled Customer Success Manager at Dropbox, you will drive adoption, value realization, and renewal readiness across a portfolio of mid-market and small business managed customers. You will use customer and product signals to identify where engagement can have the greatest impact, then deliver timely, relevant experiences through targeted campaigns, group programs, digital touchpoints, and selective personalized outreach.\nYou will play a central role in connecting our Programmatic and Digital Customer Success team with the Renewals Desk for scaled segment accounts. You will ensurecustomer health, sentiment, risk, and adoption signals translate into clear renewal-readiness actions, while identifying and qualifying customer-backed growth opportunities as Customer Success Qualified Leads(CSQLs)for handoff to Sales.\nWithin the scaled portfolio, you will provide more focused engagement for a priority group of customers and translate customer health, retention, renewal, and growth signals into regular executive-level updates that support forecasting and business decisions. You will also own shared inbound customer channels, ensuring questions and requests are triaged, resolved, or routed to the right partner with clear follow-through.\nThe successful candidate is a customer-focused operator who is equally comfortable analyzing a portfolio, building repeatable engagement programs, writing clear customer communications, and speaking directly with customers to understand their experience. You will bring recent experience managing or materially influencing customer renewals, including the ability to interpret retention metrics, identify churn and contraction risk, execute save plays, and surface customer-backed growth levers. You will help Dropbox scale Customer Success while retaining the judgment, curiosity, and customer voice that come from real customer conversations.\nResponsibilities\nOwn adoption, customer health, and renewal readiness across a scaled customer portfolio, using lifecycle, product usage, engagement, sentiment, and retention signals to prioritize action and improve renewal outcomes.\nProvide focused engagement for a priority group of customers, partnering closely with Renewal Managers and other account stakeholders to coordinate retention and growth actions and deliver regular executive-level portfolio and forecast updates for top accounts in the scaled portfolio.\nDesign and execute targeted campaigns and scaled touchpoints that help customers adopt key capabilities, realize value, prepare for renewal, and address common risks at the right moments in their journey.\nServe as the coordination point between Programmatic and Digital Customer Success and the Renewals Desk, ensuring timely handoffs, shared visibility, clear ownership, and coordinated save plays for customers with renewal-readiness gaps or identified churn and contraction risk.\nOwn and manage shared inbound customer email channels, triaging questions and requests, coordinating timely responses, and ensuring issues are resolved or routed to the appropriate partner with clear follow-through.\nUse data to segment customers, identify patterns, test engagement strategies, measure impact, and continuously improve playbooks, content, workflows, and automation.\nEngage customers directly when a focused 1:1 conversation is needed to validate a signal, understand sentiment, address risk, gather product feedback, or capture a representative customer example.\nSynthesize customer voice across the portfolio and share actionable insights with Product, Marketing, Sales, Support, and Customer Experience partners to improve the product and customer journey.\nPartner cross-functionally to operationalize repeatable customer programs, resolve gaps in the customer experience, and identify customer-backed growth levers such as broader adoption, new use cases, license utilization, or additional product fit. Qualify relevant opportunities as Customer Success Qualified Leads(CSQLs)and route them to Sales with clear customer context and supporting signals.\nRequirements\n4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale customer role.\nRecent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcomes.\nDemonstrated success managing customer outcomes across a broad or high-volume portfolio through a combination of one-to-many programs and targeted 1:1 engagement.\nStrong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion, with experience using those measures alongside customer signals to identify risk and growth levers.\nExperience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact on customer behavior or business outcomes.\nExcellent written and verbal communication skills, including the ability to create clear customer-facing content and lead effective discovery or feedback conversations.\nDemonstrated ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and move shared retention and growth outcomes forward while managing concurrent programs and changing priorities.\nExperience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer-data systems.\nPreferred Qualifications\nExperience working in a Customer Success model that partners with a centralized Renewals Desk or specialized renewals team.\nExperience facilitating webinars, office hours, group enablement, customer communities, or other one-to-many programs.\nExperience applying test-and-learn methods to improve engagement, adoption, retention, or conversion outcomes.\nExperience supporting collaboration, productivity, content, or AI-enabled SaaS products.\nDurable Skills\nAI fluency means using these tools to amplifyhuman judgment, not replace it. We believe people with these skills will thrive as work and technologycontinue to evolve:\nAwareness: Understand yourselfand others.\nJudgment: Evaluateinformation and make decisions in complex situations.\nAdaptability: Learn, adjust, and stay effective through change.\nConnection: Communicate, collaborate, and build trust.\nTo learn more about why these skills matter and what the data shows about thriving through change, read this blog post fromour Chief People Officer, Melanie Rosenwasser.\nCompensation\nUS Zone 1\nThis role is not available in Zone 1\nUS Zone 2\n$142,700—$193,100 USD\nUS Zone 3\n$126,800—$171,600 USD","description_format":"text","description_chars":6794,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Signature","Team Communication & Collaboration","Cloud Storage & File Sharing"],"lifecycle":[{"event":"open","at":"2026-10-02T06:38:28Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.899,"p_room":0.9,"age_days":12,"expected_fill_days":31,"reasons":["conf:1","velocity","win:mid"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":193100,"is_top_pay":true},"html_url":"https://alion.io/job/dropbox-scaled-customer-success-manager","json_url":"https://alion.io/job/dropbox-scaled-customer-success-manager.json","meta":{"generated_at":"2026-10-15T04:14:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6141,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4307},"rest":"https://alion.io/mcp/rest/get_company?id=4307"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdropbox-scaled-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdropbox-scaled-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdropbox-scaled-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dropbox-scaled-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdropbox-scaled-customer-success-manager"}]}