Customer Success Manager

About the Opportunity

Dropbox is hiring a Customer Success Manager to manage post-sale relationships with a portfolio of B2B customers and help them achieve measurable value from Dropbox products.

This is a full-time remote position in Canada, but eligibility is limited to candidates located in Alberta, British Columbia, Ontario, or Saskatchewan. Dropbox operates under its Virtual First model, where remote work is the primary day-to-day experience while teams also meet periodically in person.

What You’ll Do

• Own post-sale relationships across a portfolio of customers.
• Help customers increase product adoption and realize measurable business value from Dropbox solutions.
• Monitor customer health, adoption, stakeholder engagement, renewal readiness, and retention risk.
• Develop Mutual Success Plans aligned with customer priorities and desired outcomes.
• Own renewal strategy and renewal conversations across assigned accounts.
• Identify risks early and develop plans to improve retention outcomes.
• Lead strategic customer engagements, including Success Business Reviews and value-focused conversations.
• Partner with Account Management, Sales, Product, Support, Legal, Finance, and other teams on customer strategy.
• Identify appropriate growth opportunities based on customer needs and account strategy.
• Use product usage, customer sentiment, business context, and stakeholder signals to prioritize actions across your portfolio.

Required Experience

Candidates need at least four years of experience in B2B SaaS Customer Success, Account Management, or a comparable post-sale customer-facing role, including demonstrated success managing a portfolio of customers.

Recent experience directly managing or materially influencing customer renewals and retention is required. Candidates should be able to demonstrate measurable outcomes related to renewals, retention, or churn reduction.

The role also requires experience identifying customer risk, diagnosing underlying causes, creating mitigation plans, and developing relationships with executive and senior-level stakeholders.

Customer and Commercial Skills

Dropbox is looking for candidates with strong business acumen who can connect product usage and adoption to customer objectives, measurable outcomes, and business value.

Strong analytical and problem-solving abilities are important, along with the ability to navigate complex customer situations and collaborate effectively across multiple internal functions.

Preferred Background

Additional relevant experience includes working in a Customer Success model where CSMs directly influence renewal rate, gross retention, or recurring revenue; managing strategic or enterprise customer relationships; retaining at-risk customers; and presenting executive-level business reviews and value narratives.

Experience quickly learning and advising customers across a portfolio of SaaS products is also beneficial.

AI Fluency

Dropbox considers thoughtful use of AI part of its working culture. Employees are expected to use approved AI tools responsibly to support judgment, experimentation, productivity, and continuous learning while remaining accountable for the quality and accuracy of their work.

Remote Work and Location

This role is remote within Canada, but Dropbox is currently authorized to hire for this position only in Alberta, British Columbia, Ontario, and Saskatchewan.

Dropbox describes its workplace as Virtual First. Day-to-day work is primarily remote and includes asynchronous collaboration and core collaboration hours.

The role also requires periodic travel for offsites and team gatherings, estimated at approximately 5-10% of the year or about 2-3 days per quarter.

Compensation

Dropbox lists an expected annual salary/On-Target Earnings range of CAD $142,400 to $192,600 for this position.

The employer describes this range as salary/OTE. Depending on the applicable compensation structure, regular employees may also participate in a corporate bonus program or sales incentive, with the sales incentive target included in OTE, as well as receive Restricted Stock Units. Candidates should review the exact compensation structure with Dropbox during the hiring process.

About Dropbox

Dropbox develops collaboration and productivity products used by individuals and organizations around the world. Its Customer Experience and Success organization focuses on helping customers achieve successful outcomes, improve adoption, and strengthen retention and long-term value.

Candidates applying through WorkinVirtual will be directed to Dropbox’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.