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Customer Success Manager

extra holidays - extra parental leave - work from anywhere - fully flexible
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Australia

Offer summary

Qualifications:

4+ years experience in customer success or SaaS, Demonstrated track record of success, Strong organizational and project management skills, Experience in collaborating with sales teams.

Key responsabilities:

  • Act as a trusted advisor for customers
  • Promote adoption and drive relationships
Dropbox logo
Dropbox Large http://www.dropbox.com
1001 - 5000 Employees
About Dropbox
Dropbox is the one place to keep life organized and keep work moving. With more than 700 million registered users across 180 countries, we're on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has offices around the world. To learn more about working at Dropbox, visit dropbox.com/jobs We also have a few simple guidelines to keep this space respectful and productive. Please avoid: - Harassing other people or using language that’s hateful, offensive, vulgar, or advocates violence - Trolling, fraud and spamming - Violating someone else’s rights or privacy - Advertising or soliciting donations - Link baiting - Posting off topic comments or thread hijacking We may remove comments that violate these guidelines.
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Job description

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
Compensation

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.
Are you interested?

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