Most Loved Workplace® Certified Job

Renewals Strategy Principal Program Manager

Assessed by Most Loved Workplace®

92% of candidates apply because they are a Most Loved Workplace®

Remote - US: Select locations

Confidential - Exec Recruiting

This position may no longer be active.View all open positions at Dropbox

About the Role

At Dropbox, a Most Loved Workplace® certified employer in the Software space, Design a more enlightened way of working for everyone, everywhere.

<h2 class="p1">Role Description</h2>

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 &amp; 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.

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.

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. 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.

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.

<h2 class="p1">Responsibilities</h2>

<ul>

<li>Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue.</li>

<li>Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates.</li>

<li>Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals.</li>

<li>Design playbooks, operating rhythms, and best practices that enable Customer Success to proactively identify and mitigate renewal risk.</li>

<li>Identify opportunities to leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency.</li>

<li>Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience.</li>

<li>Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.</li>

<li>Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and continuously improve retention outcomes.</li>

<li>Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth.</li>

<li>Influence senior leaders across the business to align on customer retention priorities and operational improvements.</li>

</ul>

<h2 class="p1">Requirements</h2>

<ul>

<li>10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.</li>

<li>Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment.</li>

<li>Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.</li>

<li>Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance.</li>

<li>Experience leading new initiatives or organizational transformations from concept through operational execution.</li>

<li>Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority.</li>

<li>Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.</li>

<li>Excellent executive communication and stakeholder management skills.</li>

<li>Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes.</li>

</ul>

<h2>Preferred Qualifications</h2>

<li>Experience working within or alongside Customer Success organizations</li>

<li>Experience supporting multi-product SaaS portfolios</li>

<li>Experience implementing renewal and retention playbooks or lifecycle revenue frameworks</li>

<li>Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing</li>

</ul>

<h2>Durable Skills</h2>

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:

<li>Awareness: Understand yourself and others.</li>

<li>Judgment: Evaluate information and make decisions in complex situations.</li>

<li>Adaptability: Learn, adjust, and stay effective through change.</li>

<li>Connection: Communicate, collaborate, and build trust.</li>

</ul>

To learn more about why these skills matter and what the data shows about thriving through change, read this <a class="attrlink" href="https://www.Dropbox.jobs/en/our-blog/employee-stories/the-era-of-durable-skills-what-the-data-tells-us-about-thriving-in-change/" target="_blank" data-target-href="https://www.Dropbox.jobs/en/our-blog/employee-stories/the-era-of-durable-skills-what-the-data-tells-us-about-thriving-in-change/">blog post</a> from our Chief People Officer, Melanie Rosenwasser.

<h2 data-usually-unique-id="044234883370604133046166">Compensation</h2><div class="content-pay-transparency"><div class="pay-input"><div class="description">US Zone 1

This role is not available in Zone 1</div><div class="title">US Zone 2</div><div class="pay-range">$259,300&mdash;$350,900 USD</div></div><div class="pay-input"><div class="title">US Zone 3</div><div class="pay-range">$230,500&mdash;$311,900 USD</div></div></div>

Want to learn more about what it's like to work at Dropbox? View our full profile.

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Frequently Asked Questions About Working at Dropbox

Common questions candidates ask about this role and Dropbox's workplace

Dropbox is a cloud storage solution, equipped with features to help you save time, improve your productivity and collaborate with others.

This position is listed as remote based on the job location.

Salary information may vary by role and location. Please check the specific job listing or discuss compensation during the interview process.

Dropbox is an established organization in its industry. The company focuses on maintaining a supportive workplace culture for all employees.

Key benefit categories include: Health & Wellness, Financial & Retirement, Family Support, Time Off & Flexibility, Learning & Development. You can view more details on their CertCheck profile.

The day-to-day environment is guided by core values such as Connection Over Distance and Frictionless Execution and Creative Problem-Solving.

The company has committed to inclusive practices including: Empower Human-Centered Collaboration and Support Comprehensive Employee Wellbeing.

Dropbox has a supportive and collaborative culture, recognized as a loved place to work by its team members.

Dropbox currently has 41 open positions. They are hiring across departments like Direct Sales - AMER (Sub Team), Partnership Management (Sub Team), People Analytics Team (Sub Team). You can view all current openings at certcheck.mostlovedworkplace.com/companies/dropbox/jobs.

The interview process typically involves an initial recruiter screen followed by team interviews. Please contact Dropbox's recruiting team for specific details on this role's process.