Dropbox

Dropbox

Renewals Strategy Principal Program Manager

Remote - US: Select locations · Principal

Sponsorship not specifiedDetected 2 days ago
Stakeholder ManagementForecastingCustomer SuccessLeadershipCommunication

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Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Green-card filing pattern in this occupation

Context, not a finding about this posting: of this employer's 10 green-card filings in this occupation, 100% were for a worker who already held the job.

Green-card follow-through: 50%

Of 10 labor certifications old enough to have been used, 5 expired without the employer filing the next step. Median time from filing to decision: 497 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.

Files H-1B transfers

15 transfer filings in the last year, covering 15 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

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About the role

  • 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.
  • 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.
  • We believe people with these skills will thrive as work and technology continue to evolve: - Awareness: U nderstand yourself and others. - Judgment: E valuat <span class=" author-d-1gg9uz65z1iz85z

Responsibilities

  • 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.
  • Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience.
  • Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth.
  • 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.
  • 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.

Requirements

  • 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.
  • Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.
  • Experience leading new initiatives or organizational transformations from concept through operational execution.
  • Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.

Nice to have

  • Experience working within or alongside Customer Success organizations
  • Experience supporting multi-product SaaS portfolios
  • Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
  • AI fluency means using these tools to amplify human judgment, not replace it.
  • We believe people with these skills will thrive as work and technology continue to evolve:
  • Awareness: U nderstand yourself and others.
  • Judgment: E valuat <span class=" author-d-1gg9uz65z1iz85z

Benefits

  • Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates.
  • Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.

Company info

  • Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue.
  • 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.
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This listing is sourced directly from Dropbox's careers page and normalized into a canonical job model.