[All remote jobs](https://jobicy.com/jobs.md)[![Dropbox logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/09/WRILS-200923071227-398427.jpg)](https://jobicy.com/company/dropbox.md)[Dropbox](https://jobicy.com/company/dropbox.md) # Customer Success Manager — Japan AI Summary Dropbox is hiring a remote Customer Success Manager to own post-sale strategy for a portfolio primarily in Japan, with some customers in Korea. The role focuses on SaaS adoption, value realization, retention, renewal risk mitigation, and appropriate account growth. The successful candidate will advise executive and technical stakeholders, including IT administrators, on platform capabilities, security, configuration, governance, and integrations. It requires at least four years of relevant B2B SaaS customer-facing experience and business-level Japanese, Korean, and English. Frequent collaboration with Sales, Product, Support, Legal, and Finance is expected, along with travel for customer visits and company events.[Apply for this job](#job-application)[View company](https://jobicy.com/company/dropbox.md)ShareRemote from[Japan](https://jobicy.com/job-region/japan.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished8 Nov 2026Apply before8 Dec 2026Listing views30Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### Role Description As a Customer Success Manager at [Dropbox](https://jobicy.com/company/dropbox.md), you will own the post-sale customer strategy and relationship for a portfolio of customers. You will help customers realize measurable value from their investment while driving product adoption, retention, growth, and Net Revenue Retention (NRR). You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of each customer’s business priorities, technical environment, key stakeholders, and evolving needs. Using customer insights, product adoption signals, stakeholder relationships, and demonstrated business value, you will proactively set priorities, address risks, and identify opportunities to strengthen the customer’s long-term partnership with Dropbox. You will develop strong technical fluency across the Dropbox platform and engage confidently with IT administrators on product capabilities, security, configuration, integrations, governance, and customer workflows. You will help translate customers’ business and technical requirements into practical use cases, recommendations, and actionable insights for internal teams. You will partner closely with Sales and cross-functional teams to align on account strategy, navigate technical and commercial complexities, mitigate renewal risks, identify appropriate growth opportunities, and deliver successful customer outcomes. The successful candidate is results-driven, commercially minded, technically savvy, and customer-focused. They are comfortable navigating complex customer organizations, taking ownership of customer strategy, and influencing both technical and business stakeholders. They bring strong Customer Success experience and a demonstrated ability to drive adoption, manage risk, support successful renewals, and deliver measurable retention and growth outcomes in a B2B SaaS environment. ### Responsibilities * Build strong relationships across customer organizations, serving as a trusted advisor to executive sponsors, business leaders, technical administrators, and other key stakeholders. * Take ownership of the customer strategy across an assigned portfolio, setting priorities and proactively driving adoption, value realization, stakeholder engagement, retention, and growth. * Develop strong technical fluency across the Dropbox platform and confidently engage with IT administrators on questions involving product capabilities, security, configuration, integrations, governance, and customer workflows. * Understand customers’ technical environments and business requirements, helping translate them into practical use cases, recommendations, and actionable feedback for internal teams. * Lead strategic customer engagements—including product education, use-case development, Success Business Reviews, and value-based renewal discussions—that connect Dropbox capabilities to business outcomes. * Partner closely with Sales and cross-functional teams to develop account strategies, remove technical and commercial blockers, mitigate renewal risks, and identify appropriate expansion opportunities. * Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions, represent the voice of the customer, and contribute to repeatable playbooks and best practices. ### Requirements * 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role, with experience driving product adoption and business value, managing ongoing customer relationships, and engaging technical stakeholders. * Business and commercial acumen, with a willingness to develop the skills needed to own assigned customer renewals from 2027, including early renewal planning, commercial discussions, and coordination with Sales and relevant teams to support retention and identify appropriate growth opportunities. * Technical aptitude and product curiosity, with the ability to learn SaaS products, customer environments, configurations, and workflows. Comfortable engaging with IT administrators, investigating unfamiliar technical questions, and translating product capabilities into practical guidance. * Ability to build relationships across customer organizations, from technical administrators to executive stakeholders, and manage a portfolio across Japan and Korea. The initial allocation is expected to be approximately 80% Japan and 20% Korea, with flexibility to adjust based on business and customer needs. * Analytical and problem-solving skills, with the ability to use customer insights, usage data, and business context to assess customer health, identify renewal risks, prioritize actions, and recommend practical solutions. * A proactive self-starter who can ramp up quickly, seek out information, navigate ambiguity, and take ownership of moving customer plans forward without close day-to-day direction. Able to build effective working relationships and collaborate with Sales, Product, Support, Legal, Finance, and other teams. * Bachelor’s degree or equivalent practical experience. * Fluent spoken and written Japanese, including business communication. * Business-level Korean and English. * Ability to engage customers in Japanese and Korean and collaborate with global teams in English. * Willingness to travel for customer visits in Japan and Korea, and internationally for company offsites and sales kickoffs. ### Preferred Qualifications * Experience owning or contributing to customer renewals and retention, with examples of identifying risk, coordinating mitigation plans, demonstrating customer value, and supporting successful renewal outcomes. * Experience managing strategic customer relationships with multiple stakeholders, complex decision-making processes, and changing business priorities, ideally in Japan or Korea. * Experience developing and presenting executive business reviews that connect product adoption and customer outcomes to business value and continued investment. * Experience working with channel partners and navigating partner-led customer relationships. * Familiarity with CRM, customer-success, health-scoring, or renewal-management systems, and experience using customer usage data or ROI analysis to guide retention and growth opportunities. * Experience working with multiple SaaS products, and an interest in or familiarity with generative AI and related technologies. ### 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 Show more [Apply now >](https://jobicy.com/jobs/159808-customer-success-manager-japan.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.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. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## 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 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines strategic account ownership, technical SaaS fluency, commercial renewal work, and multilingual stakeholder management across Japan and Korea. Success depends on independently identifying risks and coordinating complex cross-functional actions. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$100,000US market range (per year)$80k–$125k0$137.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence and USD 80,000–125,000 market estimate are inferred for an experienced remote B2B SaaS Customer Success Manager; actual compensation in Japan may vary by employer, location, exchange rates, and variable-pay structure. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Product Adoption](https://jobicy.com/jobs?search_keywords=Product%20Adoption.md)[Renewal Management](https://jobicy.com/jobs?search_keywords=Renewal%20Management.md)[Account Strategy](https://jobicy.com/jobs?search_keywords=Account%20Strategy.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md)[Technical Consulting](https://jobicy.com/jobs?search_keywords=Technical%20Consulting.md)[SaaS Security](https://jobicy.com/jobs?search_keywords=SaaS%20Security.md)[Customer Health Scoring](https://jobicy.com/jobs?search_keywords=Customer%20Health%20Scoring.md)[Value Realization](https://jobicy.com/jobs?search_keywords=Value%20Realization.md)[Executive Business Reviews](https://jobicy.com/jobs?search_keywords=Executive%20Business%20Reviews.md)[CRM Systems](https://jobicy.com/jobs?search_keywords=CRM%20Systems.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Japanese Language Proficiency](https://jobicy.com/jobs?search_keywords=Japanese%20Language%20Proficiency.md) Sample interview questionsHow do you assess the health of a B2B SaaS customer account?I combine product-usage trends, achievement of agreed outcomes, stakeholder engagement, support signals, commercial milestones, and organizational changes. I use those inputs to identify risks early, agree on a success plan with the customer, and track clear owners and dates for mitigation actions. Describe how you would explain a technical product capability to an executive sponsor. I would first establish the executive's business priority, such as security, productivity, governance, or cost control. I would then connect the capability to a measurable business outcome, use a concise customer-relevant example, and provide supporting technical detail only as needed. What would you do if product adoption is low shortly before a renewal? I would validate the adoption data and identify the specific barriers through discussions with administrators, users, and sponsors. I would create a focused recovery plan covering priority use cases, enablement, technical blockers, success metrics, and executive alignment, while keeping Sales informed of the renewal risk and progress. How do you manage competing priorities across a customer portfolio? I prioritize according to renewal risk, customer value, strategic importance, adoption opportunities, and time-sensitive commitments. I maintain a documented account plan for high-priority customers, communicate trade-offs early, and use repeatable playbooks for lower-complexity needs. How would you collaborate with Sales on an expansion opportunity without losing customer trust? I would ensure the opportunity is grounded in an identified customer need and demonstrated value rather than a quota-driven pitch. I would align with Sales on account context, stakeholders, timing, and desired outcomes, then present recommendations transparently as part of the customer's success plan. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Proof logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/01/aae5d762-221.jpeg) Proof Nov 8 New ### [Operations Service Specialist](https://jobicy.com/jobs/159803-operations-service-specialist.md) Location: Remote – Western United States – Mountain or Pacific time zone preferred About Us We’re Proof, a high growth company in the legal tech industry founded in 2017. We’ve… * ![1Password logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/09/WRILS-200909195848-296323.png) 1Password Nov 8 New ### [Senior Technical Account Manager](https://jobicy.com/jobs/159758-senior-technical-account-manager-5.md) 1Password is growing. We’ve surpassed $500M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up… * ![Customer.io logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/b82146da-221.jpg) Customer.io Nov 8 New ### [Technical Support Engineer, Canada](https://jobicy.com/jobs/159714-technical-support-engineer-canada.md) About Customer.io Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io… * ![Cribl logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/65d82c04-221.jpeg) Cribl Nov 8 New ### [Customer Success Engineer, West Region](https://jobicy.com/jobs/159671-customer-success-engineer-west-region.md) Join the company that’s building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world’s biggest enterprises, including half… * ![YipitData logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/e1bee9df-221.jpg) YipitData Nov 8 New ### [Account Development Manager II](https://jobicy.com/jobs/154807-account-development-manager-ii.md) About Us: YipitData is the leading market research and analytics firm for the disruptive economy and most recently raised $475M from The Carlyle Group at a valuation of over $1B…. * ![Deepgram logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/12/WRILS-201212160008-406229.jpg) Deepgram Nov 8 New ### [Customer Success Engineer (Singapore)](https://jobicy.com/jobs/154827-customer-success-engineer-singapore.md) Company Overview Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy, providing real-time APIs for speech-to-text (STT), text-to-speech (TTS), and building production-grade voice agents at scale. More… * ![SOCi logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d4748508-221.jpg) SOCi Nov 8 New ### [Agentic Workforce Adoption Manager](https://jobicy.com/jobs/154870-agentic-workforce-adoption-manager.md) Who We Are: SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital… * ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby Nov 8 New ### [Product Support Specialist – APAC](https://jobicy.com/jobs/154816-product-support-specialist-apac.md) We’re excited to share that we’re hiring Product Support Specialists in the APAC region 🎉. Please note: we’re currently hiring Product Support Specialists to work one weekend day in exchange… * ![Tailscale logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d3fa2e99-221.png) Tailscale Nov 8 New ### [Forward Deployed Engineer](https://jobicy.com/jobs/152680-forward-deployed-engineer-2.md) About Tailscale Tailscale is making safe connection effortless by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to… * ![Tailscale logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d3fa2e99-221.png) Tailscale Nov 8 New ### [Customer Reliability Engineer](https://jobicy.com/jobs/152662-customer-reliability-engineer.md) About Tailscale Tailscale is making safe connection effortless by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to… [Browse all jobs](https://jobicy.com/jobs.md)