Job Description:

• Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue
• Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates
• 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 to proactively identify and mitigate renewal risk
• Leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency
• Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience
• Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting
• Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and improve retention outcomes
• Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth
• Influence senior leaders to align on customer retention priorities and operational improvements

Requirements:

• 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations
• Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment
• Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations
• Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance
• Experience leading new initiatives or organizational transformations from concept through operational execution
• Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority
• Strong strategic thinking with ability to translate strategy into operational execution
• Excellent executive communication and stakeholder management skills
• Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes
• Preferred: Experience working within or alongside Customer Success organizations
• Preferred: Experience supporting multi-product SaaS portfolios
• Preferred: Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
• Preferred: Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing

Benefits: