Customer Success Manager — Japan

Role Description As a Customer Success Manager at Dropbox, you will own the post-sale customer strategy and relationship for a portfolio of customers. You will help customers realize measurable value from their investment while driving product adoption, retention, growth, and Net Revenue Retention (NRR).

You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of each customer’s business priorities, technical environment, key stakeholders, and evolving needs. Using customer insights, product adoption signals, stakeholder relationships, and demonstrated business value, you will proactively set priorities, address risks, and identify opportunities to strengthen the customer’s long-term partnership with Dropbox.

You will develop strong technical fluency across the Dropbox platform and engage confidently with IT administrators on product capabilities, security, configuration, integrations, governance, and customer workflows. You will help translate customers’ business and technical requirements into practical use cases, recommendations, and actionable insights for internal teams. You will partner closely with Sales and cross-functional teams to align on account strategy, navigate technical and commercial complexities, mitigate renewal risks, identify appropriate growth opportunities, and deliver successful customer outcomes.

The successful candidate is results-driven, commercially minded, technically savvy, and customer-focused. They are comfortable navigating complex customer organizations, taking ownership of customer strategy, and influencing both technical and business stakeholders. They bring strong Customer Success experience and a demonstrated ability to drive adoption, manage risk, support successful renewals, and deliver measurable retention and growth outcomes in a B2B SaaS environment. Responsibilities

• Build strong relationships across customer organizations, serving as a trusted advisor to executive sponsors, business leaders, technical administrators, and other key stakeholders.

• Take ownership of the customer strategy across an assigned portfolio, setting priorities and proactively driving adoption, value realization, stakeholder engagement, retention, and growth.

• Develop strong technical fluency across the Dropbox platform and confidently engage with IT administrators on questions involving product capabilities, security, configuration, integrations, governance, and customer workflows.

• Understand customers’ technical environments and business requirements, helping translate them into practical use cases, recommendations, and actionable feedback for internal teams.

• Lead strategic customer engagements—including product education, use-case development, Success Business Reviews, and value-based renewal discussions—that connect Dropbox capabilities to business outcomes.

• Partner closely with Sales and cross-functional teams to develop account strategies, remove technical and commercial blockers, mitigate renewal risks, and identify appropriate expansion opportunities.

• Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions, represent the voice of the customer, and contribute to repeatable playbooks and best practices.

Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role, with experience driving product adoption and business value, managing ongoing customer relationships, and engaging technical stakeholders.

• Business and commercial acumen, with a willingness to develop the skills needed to own assigned customer renewals from 2027, including early renewal planning, commercial discussions, and coordination with Sales and relevant teams to support retention and identify appropriate growth opportunities.

• Technical aptitude and product curiosity, with the ability to learn SaaS products, cu...