[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![Dropbox logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/09/WRILS-200923071227-398427.jpg)](https://jobicy.com/company/dropbox.md)Remote opportunity at[Dropbox](https://jobicy.com/company/dropbox.md) # Customer Success Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/dropbox.md)Share20 Sep 2026Published36Listing views1Application actions20 Oct 2026Apply before Opportunity details ## About this role. AI SummaryDropbox is seeking a Customer Success Manager to own post-sale relationships for a portfolio of B2B SaaS customers. The role focuses on product adoption, measurable value realization, retention, renewal strategy, and Net Revenue Retention outcomes. The CSM will lead executive-level business reviews, manage customer health and risk, and coordinate with Sales, Product, Support, Legal, and Finance. Candidates need at least four years of relevant post-sale SaaS experience and a demonstrated record of influencing or managing renewals. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires independently managing complex customer portfolios while directly driving renewal and retention outcomes. It also demands strong executive communication, analytical judgment, and cross-functional influence in high-stakes customer situations. ## Salary analysis Estimated compensation compared with the broader CA market for similar roles. Estimated job medianAbove marketC$167,500CA market rangeC$105k–C$165k0C$184k AI insightThe disclosed Canada yearly pay range is CAD 142,400 to CAD 192,600, with a midpoint of CAD 167,500. For comparison, the estimated US market range for a mid-to-senior B2B SaaS Customer Success Manager with renewal ownership is approximately USD 105,000 to USD 165,000 annually; this US market range is an estimate and may vary by company, portfolio segment, and variable-compensation structure. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Customer Renewals](https://jobicy.com/jobs?search_keywords=Customer%20Renewals.md)[Retention Strategy](https://jobicy.com/jobs?search_keywords=Retention%20Strategy.md)[Net Revenue Retention](https://jobicy.com/jobs?search_keywords=Net%20Revenue%20Retention.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Business Reviews](https://jobicy.com/jobs?search_keywords=Business%20Reviews.md)[Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-Functional%20Collaboration.md) Sample interview questionsDescribe a time you saved an at-risk customer from churning.I would explain the risk signals identified, such as falling adoption or executive disengagement, then outline how I diagnosed the root cause, aligned internal partners, created a time-bound recovery plan, and measured the retention result. A strong example should quantify the renewed value, retained revenue, or improvement in adoption. How do you prioritize a large portfolio of customers? I use a structured health framework combining product usage, sentiment, renewal timing, stakeholder engagement, support trends, strategic value, and known commercial risks. This helps me segment accounts by urgency and impact while maintaining proactive engagement for healthy customers. How would you connect Dropbox product adoption to a customer's business value? I would first confirm the customer's intended outcomes and baseline metrics, then map relevant usage behaviors to those outcomes. In business reviews, I would present adoption data alongside practical impact, such as improved collaboration, streamlined workflows, reduced friction, or stronger governance. What is your approach to owning a renewal conversation? I begin well before the renewal date by validating value delivered, mapping stakeholders and decision processes, identifying risks, and building a mutual success plan. I communicate clearly about the renewal path, coordinate internal resources early, and address objections with evidence of outcomes and a practical mitigation plan. How do you work with Sales when identifying growth opportunities without compromising customer trust? I anchor every conversation in the customer's stated objectives and only introduce expansion when it meaningfully supports those goals. I align with Sales on account context, roles, timing, and messaging so the customer receives a coordinated, value-led experience rather than an unnecessary sales push. ### Role Description As a Customer Success Manager at Dropbox, you will own the post-sale relationship for a portfolio of customers, with a focus on helping them realize measurable value from their investment while driving product adoption, retention, and Net Revenue Retention (NRR). You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of your customers’ business priorities, desired outcomes, stakeholders, and evolving needs. You will use customer insights, product adoption signals, stakeholder relationships, and demonstrated business value to proactively identify opportunities, address risks, and strengthen the customer’s long-term relationship with Dropbox. You will partner closely with Sales and cross-functional teams to align on customer strategy, navigate more complex commercial situations, identify growth opportunities, and deliver successful customer outcomes. The successful candidate is results-driven, customer-focused, and comfortable navigating complex customer organizations. They bring strong Customer Success fundamentals along with demonstrated experience influencing or owning renewals, mitigating customer risk, and delivering measurable retention outcomes in a B2B SaaS environment. ### Responsibilities * Build and maintain strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, administrators, and other key stakeholders throughout their journey with Dropbox. * Own a portfolio of customers and proactively manage customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk. * Develop and execute Mutual Success Plans that connect Dropbox solutions to customer priorities, desired outcomes, and measurable business value. * Own customer renewals across your portfolio, including developing renewal strategies, assessing renewal likelihood, identifying and mitigating risks, leading customer renewal conversations, coordinating cross-functional actions, and driving each renewal to an outcome. * Lead strategic customer engagements, including Success Business Reviews and value conversations, that demonstrate outcomes, uncover changing business needs, strengthen stakeholder alignment, and reinforce the customer’s case for continued investment. * Partner closely with Account Management/Sales and cross-functional teams to develop and execute account strategies that support customer retention, successful renewals, and appropriate growth opportunities. * Use product usage, customer sentiment, business context, stakeholder engagement, and other customer signals to prioritize actions across your book of business and proactively address accounts requiring intervention. ### Requirements * 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role, with demonstrated success managing a portfolio of customers. * Recent experience directly managing or materially influencing customer renewals and retention, with the ability to provide measurable examples of renewal, retention, or churn-reduction outcomes. * Demonstrated ability to identify customer risk, diagnose underlying causes, build mitigation plans, and take proactive action to improve retention outcomes. * Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive and senior-level stakeholders. * Strong business acumen and demonstrated ability to connect product adoption and usage to customer objectives, measurable outcomes, and business value. * Strong analytical and problem-solving skills, with experience using quantitative and qualitative customer signals to assess health, prioritize a portfolio, and make informed decisions. * Demonstrated ability to navigate complex customer situations and collaborate cross-functionally with teams such as Sales, Product, Support, Legal, and Finance. ### Preferred Qualifications * Experience in a Customer Success model where CSMs have direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes. * Experience managing strategic or enterprise customer relationships with multiple stakeholders and complex decision-making processes. * Demonstrated experience successfully retaining at-risk customers facing challenges such as declining adoption, budget pressure, competitive threats, organizational change, or product consolidation. * Experience developing and presenting executive-level business reviews and value narratives that connect customer outcomes to continued investment. * Experience working across a portfolio of SaaS products or solutions and quickly developing the product and technical knowledge necessary to advise customers effectively. ### Durable Skills AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve: * Awareness: Understand yourself and others. * Judgment: Evaluate information and make decisions in complex situations. * Adaptability: Learn, adjust, and stay effective through change. * Connection: Communicate, collaborate, and build trust. To learn more about why these skills matter and what the data shows about thriving through change, read this [blog post](https://www.dropbox.jobs/en/our-blog/employee-stories/the-era-of-durable-skills-what-the-data-tells-us-about-thriving-in-change/) from our Chief People Officer, Melanie Rosenwasser. ### Compensation Canada Pay Range $142,400—$192,600 CAD Show more [Apply now >](https://jobicy.com/jobs/153755-customer-success-manager-48.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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