Customer Success Manager (Location Flexible)

Dropbox

Role Description

Dropbox’s Customer Success Managers bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox. 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 Dropbox’s adoption, renewal and upsell rates. As a Customer Success Manager, you be responsible for customer deployment, retention and support upsells for teams within companies across Australia and New Zealand.

Responsibilities

  • Working with Account Manager to plan scaled engagements in Book of Business
  • Communicate new features and functions of Dropbox products to customers and partners
  • Helping the account team create compelling business reviews
  • Assist the account team to drive retention, license adoption and active usage within book of business accounts
  • Be able to identify workflow opportunities with customers
  • Identify opportunities for increased usage of Dropbox products in existing teams
  • Partner with the account team to develop strategic and technical plans that help customers achieve their business objectives
  • Be a trusted and knowledgeable advisor for customers IT and business leadership
  • Build and maintain strong customer relationships with key stakeholders
  • Collaborate with cross functional teams to solve conflicts/bugs/issues affecting customers and partners 
  • Ensure timely and successful delivery of solutions according to customer needs and objectives
  • Communicate the progress of an account plan internally and externally
  • Forecast and track key deployment and adoption metrics
  • Represent the customer internally -advocating product and process changes
  • Collaborate closely with internal technical teams to identifying optimal solutions for customers

Requirements

  • Bachelor’s degree or equivalent practical experience
  • 3+ years of enterprise software or SaaS account management experience with a demonstrated track record of success
  • Working knowledge of developing account plans or project plans to deliver technology driven business transformations
  • Excellent written and verbal communication skills in English– validated through written, verbal and presentation delivery– to audiences ranging from end users, help-desk professionals to Senior executives
  • A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
  • Self-driven, organised and project-focused
  • Passionate about customer success and making life simpler with technology
  • Familiarity with sales cycles in competitive markets
  • Avid Dropbox user and a vocal technology evangelist
Preferred 
  • 5+ years customer facing work experience
  • Successfully sold and/or managed technology software solutions into Fortune 500 companies

What are the benefits?

  • Generous remuneration + bonus + Equity
  • Work From Home benefit for home office equipment
  • Benefit for keep fit, mindfulness, sports equipment
  • Benefit for continued education
  • Phone and Internet allowance
  • WeWork pass
  • Unlimited Time Off Policy
  • Private health insurance
  • Parental Leave of up to 6 months