Scaled Customer Success Manager

Role Description

As a Scaled Customer Success Manager at Dropbox, you will drive adoption, value realization, and renewal readiness across a portfolio of mid-market and small business managed customers. You will use customer and product signals to identify where engagement can have the greatest impact, then deliver timely, relevant experiences through targeted campaigns, group programs, digital touchpoints, and selective personalized outreach.

You will play a central role in connecting our Programmatic and Digital Customer Success team with the Renewals Desk for scaled segment accounts. You will ensure customer health, sentiment, risk, and adoption signals translate into clear renewal-readiness actions, while identifying and qualifying customer-backed growth opportunities as Customer Success Qualified Leads (CSQLs) for handoff to Sales.

Within the scaled portfolio, you will provide more focused engagement for a priority group of customers and translate customer health, retention, renewal, and growth signals into regular executive-level updates that support forecasting and business decisions. You will also own shared inbound customer channels, ensuring questions and requests are triaged, resolved, or routed to the right partner with clear follow-through.

The successful candidate is a customer-focused operator who is equally comfortable analyzing a portfolio, building repeatable engagement programs, writing clear customer communications, and speaking directly with customers to understand their experience. You will bring recent experience managing or materially influencing customer renewals, including the ability to interpret retention metrics, identify churn and contraction risk, execute save plays, and surface cust