Customer Success Manager

The Dropbox Sales and Channel Team brings the power of enlightened work to organizations worldwide. We develop relationships that transform how companies collaborate and stories that shape how they see Dropbox. We don’t just sell products—we create partnerships that help companies leverage Dropbox Business to ignite new ways of working. From crafting sales strategies to analyzing business performance, we work with senior leaders to develop insights, identify opportunities, and do the planning and execution necessary to drive growth. If you’re excited about creating partnerships inside the organization and out, join the Sales team. Areas of work include Sales Enablement, Sales Analytics, Customer Success, Account Management, Business Development, Channel Partnerships, Enterprise Sales, and Sales Operations.

Role Description

Dropbox’s Customer Success Managers bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox products directly, or indirectly (thru channel partners). You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work. You will focus primarily on the goals of the customer, and as a result, increasing Dropbox’s adoption, renewal and upsell/cross-sell rates for teams within companies across ANZ.

Responsibilities

• Act as a trusted and knowledgeable advisor for the IT and business leadership of our customers, as well as our partners. Support existing customers in driving the adoption and retention of Dropbox within their organizations.
• Collaborate closely with the Sales team to develop strong customer relationships, facilitate business reviews, drive the realization of customer value, and identify potential expansion opportunities in the Book of Business.
• Utilize internal data systems to conduct customer usage analysis, effectively identifying and addressing potential risks and opportunities. Take a proactive approach to initiate data-driven, targeted campaigns tailored to existing customers, fostering increased customer engagement and bolstering product adoption rates.
• Communicate Dropbox’s new features and functions as well as Dash to customers, and plan and execute these communications at scale.
• Organize and execute events, seminars, and training sessions to promote adoption and enhance our partners’ capabilities.
• Work closely with the technical team, support, and product teams to resolve conflicts, bugs, and issues affecting customers and partners, striving to identify optimal solutions for our customers.
• Act as the voice of the customer.  Represent the customer internally, provide feedback to the Dropbox product team by advocating for product and process changes.

Requirements

• At least 4+ years of experience in customer success, account management, customer support or consulting in the software industry/SaaS with a demonstrated track record of success
• Customer-centric mindset. Passionate about customer success and making life simpler with technology
• Strong, self-driven, organized and project-focused individual contributor
• Effective team player with a proven track record of collaborating across functions, with experience partnering with sales teams and/or partners to ensure a considerate customer journey.
• Adaptability to excel in a rapidly changing and dynamic startup environment

Preferred Qualifications

• Experience in training customers, individuals and/or partners in products or services or running customer events
• Avid Dropbox user and a vocal technology evangelist
• Relevant industry experience – Media / Entertainment, Manufacturing, Construction, Technology, Education

Benefits

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental and vision coverage*
• Retirement savings through a defined contribution pension or savings plan**
• Flexible PTO/Paid Time Off policy in addition to statutory holidays, 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 & 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 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.

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