Customer Success Manager, Reclaim

Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone.

Company Description

Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of more than 2,000 bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the flexibility of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

Team Description

The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.

Role Description

Reclaim’s Customer Success Managers bring our customers a unique mix of business insight and productivity best practices to help accelerate adoption of Reclaim within our install base. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work. You will focus primarily on the goals of the customer, and as a result, increasing Reclaim’s adoption, renewal and upsell/cross-sell rates for our global, key accounts.

Responsibilities

• Act as a trusted and knowledgeable advisor for our customer sponsors. Support existing customers in driving the adoption and retention of Reclaim within their organizations.
• Collaborate closely with the Sales team to develop strong customer relationships, facilitate business reviews, drive the realization of customer value, and identify potential expansion opportunities in the Book of Business.
• Utilize internal data systems to conduct customer usage analysis, effectively identifying and addressing potential risks and opportunities. Take a proactive approach to initiate data-driven, targeted campaigns tailored to existing customers, fostering increased customer engagement and bolstering product adoption rates.
• Communicate Reclaim’s new features and functions
• Work closely with the Engineering, Support and Product teams to resolve conflicts, bugs, and issues affecting customers
• Act as the voice of the customer. Represent the customer internally, provide feedback to the Reclaim Product team by advocating for product and process changes.

Requirements

• At least 4+ years of experience in customer success, account management, customer support or consulting in the software industry/SaaS with a demonstrated track record of success
• Customer-centric mindset. Passionate about customer success and making life simpler with technology
• Strong, self-driven, organized and project-focused individual contributor
• Self starter approach with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
• Effective team player with a proven track record of collaborating across functions, with experience partnering with sales teams and/or partners to ensure a considerate customer journey
• Adaptability to excel in a rapidly changing and dynamic startup environment

Preferred Qualifications

• Experience in training customers, individuals and/or partners in products or services or running customer events
• Avid Reclaim user and a vocal technology evangelist

Compensation

US Zone 1

This role is not available in Zone 1

US Zone 2

$176,400—$238,600 USD

US Zone 3

$156,700—$212,100 USD

The range(s) listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change.

Please note, OTE are for sales roles only.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.

Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:

• US Zone 1: San Francisco metro, New York City metro, or Seattle metro

• US Zone 2: Austin (TX) metro, Chicago metro, California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Massachusetts, New Hampshire, New York (outside NYC metro), Oregon, Pennsylvania (outside NYC or DC metro), Washington DC metro, and West Virginia (DC metro)

• US Zone 3: All other US locations

Benefits

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage
• 401(k) plan with a generous company match and immediate vesting
• Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh
• Income Protection Plans: Life and disability insurance
• Business Travel Protection: Travel medical and accident insurance
• Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food and groceries, and much more
• Parental benefits including: Parental Leave, Child and Adult Care, Day Care FSA, Fertility Benefits, Adoption and Surrogacy Support, and Lactation Support
• Access to over 10,000 global co-working spaces through Gable.to, making it easy to book flexible workspaces for collaboration or individual work
• Quarterly Cell phone and internet allowance
• Mental health and wellness benefits
• Disability and neurodivergence support benefits

Additional benefit details are available upon request.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.