项目经理，客户
Program Manager, Customers
职位描述
Dropbox 正在寻找一名客户项目经理，作为 EPD 与 GTM 之间的连接层，在我们测试产品、优化平台并从托管客户群中学习的过程中发挥作用。该职位将负责客户项目的规划、招募、启动、参与、评估和收尾，同时保持清晰的产品就绪标准和良好的客户体验。
该职位以执行为重点，但范围广泛。当前的首要任务是为现有托管客户提供可扩展的预 PMF 产品测试方法，包括优先级项目。随着时间推移，该职位还将支持其他面向客户的 EPD 计划，协助重新启动并运营 Dropbox 的客户顾问委员会，将客户测试整合到发布流程中，并建立可被职能负责人采用的可重复使用的操作手册。
你将与产品、设计、研究、PMM、发布运营、客户营销、客户成功、销售、品牌工作室、社区和分析团队紧密合作。你将有广泛的跨职能接触机会，并有机会将客户参与转化为更清晰的产品决策、更强的发布准备度，以及将洞察反馈回产品和 GTM 的闭环。
职责
- 建立并运行可重复的客户项目，包括规划、招募、入职、参与、评估、收尾及过渡给长期负责团队。
- 创建共享的运营基础设施，包括需求收集流程、招募和就绪标准、简报、模板、操作手册、状态报告、反馈跟踪、升级路径和单一真实信息源。
- 协调产品、设计、研究、PMM、发布运营、客户营销、客户成功、销售、品牌工作室、社区和分析团队围绕共同计划、决策、里程碑和交接点展开工作。
- 负责 H2 季度前 PMF 客户测试的执行，包括产品评估、信息反馈、分阶段发布支持、评估和退出标准。
- 通过招募、节奏管理、议程设计和为高层领导及合作伙伴团队提炼内容，支持 Dropbox 客户顾问委员会的重新启动和日常运营。
- 在产品发布流程中整合客户测试作为就绪检查点或阶段，随着流程成熟，与 PMM 和发布运营合作推进。
- 建立定期的客户倾听和洞察反馈机制，将客户支持信号、客户之声、用户体验研究、托管客户反馈和 S-team 参与连接回 EPD 和 GTM 决策过程。
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Role Description
Dropbox is looking for a Program Manager, Customers to build the connective layer between EPD and GTM as we test products, evolve the platform, and learn from our managed customer base. This role will plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and a strong customer experience.
The role is execution-focused but broad in scope. The immediate priority is creating a scalable way to test pre-PMF products with existing managed customers, including priority programs. Over time, the role will support additional customer-facing EPD initiatives, help relaunch and operate Dropbox’s Customer Advisory Board, integrate customer testing into launch processes, and establish repeatable playbooks that can be adopted by functional owners.
You will work closely with Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics. You will have substantial cross-functional exposure and the opportunity to turn customer participation into clearer product decisions, stronger launch readiness, and a closed insight loop back into product and GTM.
Responsibilities
- Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team.
- Create shared operating infrastructure, including intake processes, recruitment and readiness criteria, briefs, templates, playbooks, status reporting, feedback tracking, escalation paths, and a single source of truth.
- Coordinate Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs.
- Own the execution of pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria.
- Support the relaunch and ongoing operation of Dropbox’s Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams.
- Integrate customer testing into the product-launch process as a readiness gate or stage, partnering with PMM and Launch Ops as the process matures.
- Establish recurring customer listening and insight-loop practices that connect customer-support signals, VoC, UXR, managed-customer feedback, and S-team engagement back into EPD and GTM decision-making.
Requirements
- 8+ years of program management, operations, customer research operations, product operations, go-to-market operations, or a related field with experience delivering complex cross-functional programs.
- Demonstrated ability to take an ambiguous customer-facing initiative from planning through execution, measurement, closeout, and handoff.
- Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through.
- Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.
- Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience.
- Strong written and verbal communication skills, including the ability to synthesize qualitative and quantitative inputs into clear recommendations and decisions.
- Sound judgment about product readiness, customer participation, confidentiality, escalation, and when to protect learning quality over premature storytelling or account-driven requests.
Preferred Qualifications
- Experience with pre-PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, user research operations, or customer advocacy programs.
- Experience embedding customer feedback or testing into product-launch, launch-readiness, or product-operations processes.
- Experience building a program that scales across products, customer segments, or launch types and then transitioning it to a durable functional owner.
- Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment.
- Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal.
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 from our Chief People Officer, Melanie Rosenwasser.
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$143,800—$194,600 USD
US Zone 3
$127,800—$173,000 USD