Customer Success Manager

Role Description

As a Customer Success Manager for Dropbox Sign API, you will be supporting post-sale customer deployment, increasing customer adoption, and product education and training. You will play an integral role in our customer’s journey with Dropbox -helping them to realize the value from their investment with Dropbox. This will give you opportunity to have a meaningful impact with a diverse group of customers.  You will uncover and optimize workflows and advanced use cases that power today’s businesses. You will be driving all facets of technical success across the customer journey (implementation, adoption, training) for Dropbox’s most valued customers.  You will partner with the Dropbox Account Management Team to support Dropbox business objectives including driving customer retention and growth for Dropbox’s expanding product portfolio. We are a collaborative, customer oriented team, are ‘worthy of trust’ and strong advocates for our customers.

Ideal candidates should be able to effectively build and nurture executive, IT and business decision makers, and user-level relationships across teams that get value from the Dropbox portfolio. Ideal candidates should become experts on all Dropbox products and be able to act as an internal and external point of escalation.

Responsibilities

• Lead post-sale customer deployment while collaborating with Account Managers, Technical Solutions and Account Representatives, in adopting products as they are added to our portfolio of solutions for customers.
• Responsible for customer engagement to drive education and training about their solutions and products to support implementation, usage, adoption and integration into business workflows
• Drive an increase in recognized value with each customer and improved support for our product throughout the users
• Partner with Account Managers to ensure customers are healthy and have support in advance of renewal and expansion
• Flag and escalate customer tickets with CX or product teams
• Support engineering internal advocacy (feature requests logging/account associations)
• Co-prepare and present at internal and external Success Business Reviews (adoption insights/recommendations and product updates)
• Make every potential Dropbox customer happy with every interaction, being an ambassador for Dropbox and our unique culture at every opportunity
• Develop a thorough understanding of Dropbox products and roadmap, promoting new features with individual customers

Requirements

• 3+ years of SaaS Customer Success 
• E-signature and/or API experience
• A technical aptitude with experience in communicating effectively at all levels
• Customer Oriented Problem Solving & Analytical mindset 
• Collaborative and Highly Engaged approach
• A strong project management and commercial acumen
• Self starter approach with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
• Ability to contribute to building new processes and systems
• Prior experience with CRM systems 
• Strong analytical and quantitative capabilities 
• Bachelors Degree or equivalent experience required