续约策略首席项目经理
Renewals Strategy Principal Program Manager
职位描述
Dropbox 正在开启支持、保留和增长客户的新篇章。
作为我们不断演进的市场进入策略的一部分，客户体验与成功（CXS）将负责商业续约，这为重新思考如何推动客户留存和长期持续收入创造了独特的机会。我们正在寻找一位经验丰富的战略与运营领导者，帮助塑造 Dropbox 的留存策略，现代化我们的续约运营模式，并建立使客户能够持续从 Dropbox 获得价值的能力。
作为续约战略高级项目经理，你将领导这一转型背后的战略、运营模型和执行工作。你将与客户成功、销售、营收运营、财务、产品、法律和工程团队紧密合作，制定留存策略，设计可扩展的项目，并构建操作手册、运营节奏和自动化流程，使客户成功团队能够成功地负责重要的续约业务。
这是一个适合喜欢在模糊环境中工作的建造者角色，享受设计可扩展的业务能力，并热衷于利用人工智能、自动化和数据来提高客户留存和运营卓越性的职位。你将发现新的机会来降低流失率，提高客户参与度，简化工作流程，并推动可衡量的业务成果，同时帮助建立世界级的客户成功留存组织。
随着时间推移，你将帮助塑造 Dropbox 长期的客户生命周期策略，推动我们在直销、渠道和自助服务方面的客户留存方法不断演进。
职责
- 领导 Dropbox 商业客户的留存策略，识别提升客户成果和持续收入的机会。
- 制定可扩展的留存项目、续约策略和客户生命周期计划，以提高客户健康度、产品采用率和续约率。
- 与客户成功和销售领导层合作，随着客户成功团队接管商业续约，演变续约运营模型。
- 设计操作手册、运营节奏和最佳实践，使客户成功团队能够主动识别并缓解续约风险。
- 发现利用人工智能、自动化和技术提升客户参与度、减少手动工作并提高运营效率的机会。
- 与产品、销售、营收运营、财务、法律和工程团队合作，推动项目落地。
查看英文原文
Role Description
Dropbox is entering an exciting new chapter in how we support, retain, and grow our customers.
As part of our evolving go-to-market strategy, Customer Experience & Success (CXS) will assume ownership of commercial renewals, creating a unique opportunity to rethink how we drive customer retention and long-term recurring revenue. We're looking for an experienced strategy and operations leader to help shape Dropbox's retention strategy, modernize our renewal operating model, and build the capabilities that enable customers to realize ongoing value from Dropbox.
As the Renewals Strategy Principal Program Manager, you'll lead the strategy, operating model, and execution behind this transformation. You'll partner closely with Customer Success, Sales, Revenue Operations, Finance, Product, Legal, and Engineering to develop retention strategies, design scalable programs, and build the playbooks, operating rhythms, and automation that enable Customer Success to successfully own a significant renewal business.
This is a builder role for someone who thrives in ambiguity, enjoys designing scalable business capabilities, and is passionate about leveraging AI, automation, and data to improve customer retention and operational excellence. You'll identify new opportunities to reduce churn, increase customer engagement, simplify workflows, and drive measurable business outcomes while helping establish Customer Success as a world-class retention organization.
Over time, you'll help shape Dropbox's long-term customer lifecycle strategy, evolving our approach to customer retention across direct, channel, and self-serve motions.
Responsibilities
- Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue.
- Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates.
- Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals.
- Design playbooks, operating rhythms, and best practices that enable Customer Success to proactively identify and mitigate renewal risk.
- Identify opportunities to leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency.
- Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience.
- Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.
- Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and continuously improve retention outcomes.
- Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth.
- Influence senior leaders across the business to align on customer retention priorities and operational improvements.
Requirements
- 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.
- Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment.
- Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.
- Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance.
- Experience leading new initiatives or organizational transformations from concept through operational execution.
- Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority.
- Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.
- Excellent executive communication and stakeholder management skills.
- Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes.
Preferred Qualifications
- Experience working within or alongside Customer Success organizations
- Experience supporting multi-product SaaS portfolios
- Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
- Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing
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
$259,300—$350,900 USD
US Zone 3
$230,500—$311,900 USD