Renewals Strategy Principal Program Manager, Dropbox
$230.5-350.9k
Salary range dependent on candidate location. Plus Restricted Stock Units and corporate bonus program or a sales incentive
More information about location
Smart workspace company
Be an early applicant
Smart workspace company
1001+ employees
Be an early applicant
$230.5-350.9k
Salary range dependent on candidate location. Plus Restricted Stock Units and corporate bonus program or a sales incentive
More information about location
1001+ employees
Company mission
Dropbox's mission is to design a more enlightened way of working.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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
Our take
Dropbox started by helping people bring together their files in one central place. The contents of these folders are synchronised to Dropbox's servers along with other computers and devices where the user has installed Dropbox, keeping the same files up-to-date across all devices.
Nowadays, there are lots of competing companies in cloud storage, and some with better distribution (e.g. Google and Apple). This explains why Dropbox is making a big push to reinvent itself after a fairly disappointing run since its IPO in 2018. The new Dropbox turns folders into "Spaces", which are collaboration hubs for teams, complete with comment streams, artificial intelligence tools and integrations into services such as Slack.
The company continues to build out its offerings through acquisitions, such as that of Formswift, bolstering its end-to-end agreement workflow capabilities. Indeed, It's very clear that Dropbox is trying to make a big move from being just a storage company. This seems to be a necessary move given the competitive nature of the industry it is operating within.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2014
$350m
SERIES C
Oct 2011
$250m
SERIES B
Total funding: $607.4m
Company benefits
- Medical, dental, and vision coverage
- We offer a generous company contribution toward individual medical, dental, and vision insurance coverage, including contributions toward dependent premiums
- Keep sharing and collaborating with friends and family even when you’re not at work with free Dropbox space for your whole crew
- Take the vacation you’ve always dreamed of with up to four consecutive weeks of paid time off
- Celebrate common holidays without your paycheck taking the hit with 11 company paid holidays
- Each Dropboxer has access to 32 hours of paid volunteer time off each year that they can use to support the causes close to their hearts
- We regularly offer panels and seminars featuring the best minds in tech, talent, diversity, and beyond that any Dropboxer can attend from the comfort of their home
- No two Dropboxers are the same, and their benefits shouldn’t be either. Our Perks allowance empowers employees to customize their benefits in line with what really matters to them
- Start building a successful 401K retirement plan with our dollar for dollar contribution match, up to $1,500 per quarter to a maximum of $6,000 per calendar year
Company HQ
Mission Bay, San Francisco, CA
Leadership
Arash Ferdowsi
(Co-Founder)Studied Computer Science at MIT before founding Dropbox straight out of university
Drew Houston
(Co-Founder & CEO)Studied Computer Science at MIT before founding Dropbox straight out of university
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